Our client is a health insurance company based in San Hose, California. With over 40 branch offices across the States and 85,000+ customers, they are one of the fastest-growing companies recognized by Inc. Regionals for offering affordable insurance plans to mass customers.
Health Insurance Firm Cuts 240+ Minutes per Case After IT Modernization
Client Location
USA
Industry
Healthcare
Team Size
6 Experts
Project Duration
14 Months
Development Approach
Scrum
About the Client
The Problem
Keeping up with sales and customer service operations was becoming difficult with the client’s legacy contact center. Downtime and system crashes started happening on a frequent basis. There was a lack of integration with the latest communication channels such as mobile apps and social media. Siloed data and manual processes posed additional challenges.
Our Proposal
The IT team of the insurance firm consulted with Radixweb for software modernization solutions. They needed to work with a partner that could help them choose a suitable cloud platform to migrate its existing contact center, last updated in 2012.
As a Microsoft Cloud Solutions Partner in Digital and App Innovation (Azure), we proposed the Microsoft Digital Contact Centre Platform as one of the best solutions to their requirements. The reasons are its omnichannel experiences, IVR, and chatbots. AI-driven self-service, etc.
As the first step, building a robust POC (Proof of Concept) was critical to validate the feasibility and potential benefits of the Azure-powered contact center system. This would garner buy-in for the final scope, help us identify potential issues, and refine the solution before full-scale deployment.
Their existing workflows were far from streamlined. Until the entire infrastructure gets rebuilt from scratch, and we move the on-prem system to the cloud, modernization will remain a pipe dream.
Jaimin Galiya
Software Engineer, Radixweb
Project Approach
- UX-based vendor assessment and selection
- Prototyping key features for POC development
- Customize and configure the contact center platform
- Logical and technical system architecture
- Process and workflow optimization techniques
- Code support and maintainability improvement
- Centralized workspace with customizable workflows
Solutions Provided
After an extensive evaluation, the client understood Microsoft DCCP would be the best possible solution for their needs. The final outcome was an end-to-end customer service platform equipped with intelligent tools.
Omnichannel Engagement
DCCP has enabled the health insurance team to interact with their prospects and customers via any digital and voice engagement channel, including social apps, of their choice.
Intelligent Self-Service
The client could now create intelligent virtual agents with AI-powered recommendations to connect with customers in real time. Automation of sophisticated workflows and repetitive tasks is also possible.
AI Technologies
CX has improved through the use of AI-driven functionalities such as advanced routing for efficient call handling, customer sentiment analysis, intent prediction, and so on.
Personalized Customer Service
With the use of AI and deep analytics, the client can predict customer behavior and anticipate their intent to deliver personalized offers and enhance customer acquisition.
Secured Customer Interactions
DCCP has empowered the firm to protect customer experiences through biometric authentication, fraud pattern identification, etc., to build and foster brand trust.
Advance Case Management
Through intelligent response recommendations and case swarming of Context IQ, their team is able to quickly resolve open cases and create cross-sell and up-sell strategies.
Ask Our Modernization Experts How to Cut Costs While Boosting Performance
Services We Worked on
The decision to opt for cloud migration solutions with Microsoft technologies proved to be an effective optimization strategy for the entire IT infrastructure of the insurance company. In just four months, their legacy contact center platform was defunct, and we included the critical features in the modernized system, such as:
Dynamics 365 Customer Service
To empower agents with intelligent tools like case management and knowledge bases, leverage insights into customer interactions, and track service metrics.
Azure Communication Services
A suite of APIs for integrating voice, video, and messaging capabilities into the contact center platform for reliable and secure interactions across any device and platform.
Power Virtual Agents
To easily create AI-powered chatbots without the need for extensive coding, resolve inquiries faster, and provide 24/7 support through intelligent virtual assistants.
Nuance Digital Engagement Platform
To deliver personalized and conversational experiences across digital channels, analyze AI-driven insights to optimize engagement strategies, and increase conversion rates.
Nuance Conversational IVR
A modern IVR process that reduces call handling times, minimizes customer response time, and increases first-call resolution rates through automatic conversational interactions.
Nuance Gatekeeper
By analyzing voice biometrics and behavioral patterns, the firm can verify the identity of callers and detect fraudulent activities to safeguard sensitive information and mitigate fraud risks.
240+
Minutes Saved per Case
33.5%
Increase in First Call Resolution
2M+
Customer Interactions per Year
Benefits Achieved
The direct advantages of cloud-based system modernization are very evident. Leveraging our decade-long experience in healthcare software solutions, we helped the health insurance firm achieve:
Business Resilience and Continuity
As everyone in the team has the needed information on what customers wanted in the past and what their future preferences are, the average handling time for a single case shrank from 420+ minutes to <180 minutes.
Improved Agent Productivity
Since the support team has all the needed data on customers and their activities, they can efficiently handle multiple cases and customer requests at the same time. This resulted in a 33.5% increase in First Call Resolution (FCR) rates.
Enhanced Operational Agility
Smooth workflows and reduced handling times are the direct result of advanced routing capabilities and omnichannel support. The client witnessed a significant decrease in misroutes by minimizing misdirected inquiries and unnecessary call transfers.
Superior Customer Support
By delivering personalized, efficient, and seamless experiences across multiple channels, the company fostered stronger connections with customers. They can now handle over 2+ million customer interactions per year.
Increased Acquisition and Revenue
By consolidating all the legacy applications and workflows onto Microsoft DCCP, the client achieved huge software cost savings, a surge in revenue growth, and a boost in long-term value proposition.
Our industry is cutthroat, so we didn’t have room for a second chance. We had to make sure we invested in the best possible solution. Radixweb understood our vision and delivered the cloud solution as perfectly as we needed it to be. The modernized system has changed the overall facet of our business.
Danny McGurk
Senior Process Executive
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