Leading healthcare provider slashes callbacks in the service center
Company Size
1,000+
Region
- America
Country
- United States
Product
- Mattersight Behavioral Analytics
- Mattersight Linked Call functionality
- Mattersight Root Cause functionality
- Mattersight Business Monitoring
Tech Stack
- Secure Cloud-Based Analytics
- SaaS Delivery
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Predictive Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
- Application Infrastructure & Middleware - Data Visualization
Applicable Industries
- Healthcare & Hospitals
Services
- Data Science Services
- System Integration
- Training
About The Customer
The customer is a top 5 U.S. healthcare provider with over 100,000 employees and more than 50 million members across the U.S. and worldwide. This healthcare provider is a significant player in the industry, offering a wide range of medical services and health plans to its members. The organization operates a large-scale service center to handle member inquiries and issues, aiming to provide efficient and effective customer service. Given the size and scope of their operations, they face unique challenges in maintaining high levels of customer satisfaction and operational efficiency. Their commitment to improving First Call Resolution (FCR) and reducing customer effort in service interactions led them to seek advanced solutions to enhance their service center performance.
The Challenge
When a customer contacts a service line with a problem, they want it solved as quickly and painlessly as possible. If it takes more than one call to achieve that resolution, the frustration that customer is already likely feeling can escalate quickly and dramatically. Call center managers are highly motivated to meet customers’ desire for a one-and-done call experience. For them, the pain of a callback is particularly acute. Callbacks are a significant driver of customer churn, increased costs and ultimately, lost revenue—which is why First Call Resolution (FCR) is a metric that businesses monitor, measure and strive to improve. A top U.S. healthcare provider had FCR in their sights when they set out to reduce causes of member effort in their service center interactions. But the size and scope of their service operation made providing consistently efficient call resolution as challenging as it was imperative. They needed a streamlined and scalable way to give their members a faster, easier, better experience. To find it, they turned to Mattersight.
The Solution
The client was already using Mattersight Behavioral Analytics in their Consumer Services center. To address their new priorities, they shifted the focus of the solution and expanded the scope of the deployment. This refocused solution provided the client with a seamless model that targeted the improvement needs of each individual agent. Within the custom environment Mattersight created, Linked Call functionality automatically linked calls to callbacks, providing a start-to-finish picture of a member’s call experience. Root Cause functionality identified the true source of callbacks on over 25,000 calls. A Callback Rate Measure helped to “bonus” performance. And Mattersight’s Business Monitoring and Customer Success teams provided advanced reporting and business intelligence. The insights created from this analysis were delivered to managers and supervisors through an intuitive desktop portal that enabled them to gain a deep and dynamic understanding of each agent’s strengths, challenges and best coaching opportunities, as they related specifically to the issue of callbacks.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Hospital Inventory Management
The hospital supply chain team is responsible for ensuring that the right medical supplies are readily available to clinicians when and where needed, and to do so in the most efficient manner possible. However, many of the systems and processes in use at the cancer center for supply chain management were not best suited to support these goals. Barcoding technology, a commonly used method for inventory management of medical supplies, is labor intensive, time consuming, does not provide real-time visibility into inventory levels and can be prone to error. Consequently, the lack of accurate and real-time visibility into inventory levels across multiple supply rooms in multiple hospital facilities creates additional inefficiency in the system causing over-ordering, hoarding, and wasted supplies. Other sources of waste and cost were also identified as candidates for improvement. Existing systems and processes did not provide adequate security for high-cost inventory within the hospital, which was another driver of cost. A lack of visibility into expiration dates for supplies resulted in supplies being wasted due to past expiry dates. Storage of supplies was also a key consideration given the location of the cancer center’s facilities in a dense urban setting, where space is always at a premium. In order to address the challenges outlined above, the hospital sought a solution that would provide real-time inventory information with high levels of accuracy, reduce the level of manual effort required and enable data driven decision making to ensure that the right supplies were readily available to clinicians in the right location at the right time.
Case Study
Gas Pipeline Monitoring System for Hospitals
This system integrator focuses on providing centralized gas pipeline monitoring systems for hospitals. The service they provide makes it possible for hospitals to reduce both maintenance and labor costs. Since hospitals may not have an existing network suitable for this type of system, GPRS communication provides an easy and ready-to-use solution for remote, distributed monitoring systems System Requirements - GPRS communication - Seamless connection with SCADA software - Simple, front-end control capability - Expandable I/O channels - Combine AI, DI, and DO channels
Case Study
Driving Digital Transformations for Vitro Diagnostic Medical Devices
Diagnostic devices play a vital role in helping to improve healthcare delivery. In fact, an estimated 60 percent of the world’s medical decisions are made with support from in vitrodiagnostics (IVD) solutions, such as those provided by Roche Diagnostics, an industry leader. As the demand for medical diagnostic services grows rapidly in hospitals and clinics across China, so does the market for IVD solutions. In addition, the typically high cost of these diagnostic devices means that comprehensive post-sales services are needed. Wanteed to improve three portions of thr IVD:1. Remotely monitor and manage IVD devices as fixed assets.2. Optimizing device availability with predictive maintenance.3. Recommending the best IVD solution for a customer’s needs.
Case Study
HaemoCloud Global Blood Management System
1) Deliver a connected digital product system to protect and increase the differentiated value of Haemonetics blood and plasma solutions. 2) Improve patient outcomes by increasing the efficiency of blood supply flows. 3) Navigate and satisfy a complex web of global regulatory compliance requirements. 4) Reduce costly and labor-intensive maintenance procedures.
Case Study
Harnessing real-time data to give a holistic picture of patient health
Every day, vast quantities of data are collected about patients as they pass through health service organizations—from operational data such as treatment history and medications to physiological data captured by medical devices. The insights hidden within this treasure trove of data can be used to support more personalized treatments, more accurate diagnosis and more advanced preparative care. But since the information is generated faster than most organizations can consume it, unlocking the power of this big data can be a struggle. This type of predictive approach not only improves patient care—it also helps to reduce costs, because in the healthcare industry, prevention is almost always more cost-effective than treatment. However, collecting, analyzing and presenting these data-streams in a way that clinicians can easily understand can pose a significant technical challenge.