Predictive & Proactive Customer Service


While partnering with a large healthcare client, we developed and executed a plan to predict customer issues and proactively resolve them prior to receiving a call. Utilizing data driven insights, intelligent routing and automated confirmations, the goal was to reduce over 1 million calls on a YOY basis.


A team of our principal consultants worked with client employees and partners to build interventions based upon data science models to generate outreach to constituents utilizing their notification preferences.  Utilizing data and analytics and digital channel enablement the team was able to bring a suite of targeting solutions to the business problem at hand.


Our business architecture, product management and program delivery expertise enabled our client to successfully deliver these results under aggressive timelines, with an agile approach, and established a long-lasting capability that will enable future call prediction at much higher volumes