Customer Service for Healthcare - Member Services

CHALLENGE

Exceptional customer experience is a difficult yet critical goal given the explosion of retail venues and consumerism, the convergence of care and customer service, and the stresses of compliance and operational excellence. Customer service executives face this daunting task with outdated, inflexible and disconnected CRM systems geared to support phone contacts.

SOLUTION

Pega Customer Service for Healthcare provides a seamless omni-channel CRM platform for contact center service that maximizes value for “engage everywhere” strategies that increase productivity and enterprise-level transparency. On the cloud or on premises, Pega delivers a rapidly deployed, tailored solution that personalizes each customer engagement based onyour customer information.

BETTER CUSTOMER EXPERIENCE AT LOWER COST

Anthem Medicaid Business Unit sought to improve customer service and productivity, while reducing costs and supporting growth, innovation, and onsistency. With Pega, the company has achieved a 15% CSR productivity improvement and 50% reduction in new associate ramp-up, while supporting 22% annual growth with 4% fewer agents.