Maintaining great service in the healthcare industry is a challenge, especially when technology serves as a barrier. One leading United States insurer had this challenge, as leadership discovered that their customer service associates were handling upwards of 20 different applications when handling member telephone inquiries. With three million calls per year and long resolution times, the company sought innovative solutions to increase efficiency and consistent call handling.
Perficient was brought in to help build a leading-edge call center solution leveraging IBM Digital Experience. By implementing a next-generation portal, customer service associates are now able to quickly answer member inquiries, reduce data entry error, and minimize the need for post-call follow-up.
With increasing demand for healthcare services, we anticipate that technology will only play a bigger role in creating connected experiences for both customers and service providers. How do you think digital experiences will transform healthcare? Share your thoughts in the comments section below.
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