CSC: Start-up to $1 Billion Business in a Year

BPM Solution Required to Dominate New Market

Extending additional entitlements to close to 50 million people, Medicare Part D opened opportunities to new entrants through the creation of Prescription Drug Plans (PDP) for Medicare participants. CSC, a global leader providing technology-enabled solutions and services world-wide, aimed to enter the new PDP market and become a leader. The company determined that it needed a solution to handle the inquiries and process enrollments for a high volume of Medicare beneficiaries. CSC also required speed to market and sought a turnkey contact center solution capable of handling complex processes and procedures, easily personalized for a challenging customer base and with the agility to swiftly adapt to, and comply with, constant program and regulatory change. Allied with a key pharmacy benefit manager, CSC was awarded a national PDP contract from the Centers of Medicare and Medicaid Services (CMS). To achieve its goal of market dominance, CSC selected Pega as its sales, enrollment and service platform.

Business Goals

  • Launch Prescription Drug Plan business within 90 days
  • Capture major market share in the newly created market
  • Deliver personalized & supportive sales, enrollment & service
  • Drive efficiencies & manage costs of a new, highly regulated company

Results

  • 1 million enrollees in six months
  • 74 days from start-up to operational
  • 50% reduction in training time and CSR staffing
  • #1 ranking for customer satisfaction
  • #1 fastest growing prescription drug plan and third largest market share