With multiple disparate systems and age-old legacy applications, the client faced tough challenge in maintaining and providing consistent emergency medical support services.
Solution
Coforge along with Pegasystems delivered a user friendly, flexible and scalable Pega CS framework-based application which.
Optimized customer service operations.
A “composite view” provides a 360° perspective of the client.
Provided actionable analytics from customer data and provides guided support to customer servicing agents.
Claims payment process of related medical and travel cost integrated with SAP and Access Dimension system.
The Impact
Straight through cloud-based appointment booking.
Reduction of Average handling time of incoming calls to less than 3 minutes.
Reduction in inbound calls per case by over 20%
An increase in the amount of algorithmic workflow applied to medical case management to reduce the likelihood of unfavorable medical outcomes.
Richer datasets for a more 'intelligent patient’ view and provides a more comprehensive ‘mobile’ based service offering to support employees’ daily activities increasing the general morale of the workforce.
