Challenge
We partnered with a large healthcare client to reduce cost and improve service in the customer experience area. This client has a large workforce of over ten thousand service reps and handles over 40 million calls annually. They were particularly focused on reducing call average handle time by 60 seconds and putting the right solutions in place to reduce calls over time while increasing first call resolution (FCR).
Solution
A team of our principal consultants provided thought leadership and orchestrated a multi-year initiative that leveraged insights and analytics to pinpoint the highest yielding opportunities and delivered them based on a roadmap and prioritized backlog. We partnered closely with the client while managing program activities across technology, process, change management, and reporting to drive measurable outcomes. Our strength in business architecture, agile delivery, change management, and driving information-based change was critical to the success of the initiative.
Result
Our business architecture, program delivery, and change management solutions enabled short-term wins and long-term sustainment of the solution. By using a scaled approach, we maintained alignment and focus across multiple work streams on key objectives and were able to manage the rate of business change across the customer service agent teams resulting in savings of over $15M annually.
