The customer had an old Pega customer service solution that needed upgrading with better processes, a better UI, integration of systems, and support of benefit inquiries the # 1 reason people called in. The new system created a better experience for members and agents and was recognized across the industry.
Solution
The Coforge team was part of the solution team as employees of the health plan. They led the internal implementation team.
Strategic and process consulting on call center design; migration of MA individual and Medicare supplement contact centers from legacy to Pega
Full call center implementation and support
Implemented Pega Knowledge Management
Strategic Architecture - Common & Shared Components
A transformational application for the contact center that unifies call centers and drives customer experience.
A plan with 4 pillars:
Product Discipline
Personalized Components Across Business Lines
Staff Enablement
Agile Best Practices w/in-line, automated testing & DevOps
The Impact
Delivered over $20M Annual ROI
Increased CSR and Customer retention
Successfully migrated 500 agents
Slashed Time for Production updates
Reduction of AHT and improvement in 1st call resolution
Implemented AI solution to process benefits inquiries using NLP.
