PW 2013 Presentation: Enhancing Member Interactions and Improving Inquiry Resolution at UnitedHealth Group

In order to drive greater efficiences, service and compliance in its Medicare operations, UnitedHealth deployed Pega's Customer Process Manager for Healthcare as a wrapper around its legacy contact center desktop. The Pega solution applied case management across numerous work types, providing a common inquiry and reporting platform, before being fully automated and integrated across additional legacy applications.

  • How the approach reduced development effort, decreased initial deployment costs and boosted user adoption
  • How the process has been staged from initial pilot, through interim steps to final system replacement
  • Unexpected challenges and benefits when using the wrap approach