Transforming Digital Workplace for a Revenue Cycle Management Leader

Challenges

The client was facing issues in managing business operations during a COVID-19 situation:

• Insufficient workforce to perform activities.
• Working with processes not suited to remote and distributed working.
• Lack of technology infrastructure required to support distributed working.
• Retention of customers due to delayed services
• No BCP was provisioned during such pandemic situation.
• Increased volume due to Covid-19

The client chose Coforge, trusting our decades of experience in managing business operations and our domain expertise.

Solution

• They needed 24x7 support in managing their frontline service desk. We piloted the process with 5 resources and successfully implemented below steps:
• Ensured provision of configured laptops.
• Remote access provided to client’s VPN.
• Reporting with clients on hourly basis.
• Government approval to re-route customer calls to Coforge employee’s mobile phones.
• Configuration and validation of all data
• Adherence to Cyber-security measures along with policy signatures by all the employees
• Added 15% buffer staffing with no additional cost to client.

The Impact

• 25% reduction in operating costs at the workplace
• Agility: Quick ramp up of the team to 100 FTEs
• Achieved and maintained a resolution rate of 98%+ within days with more than 85% FCR.
• Within the first month of operations, the client witnessed a CSAT of 90%.
• Timeliness: Seamless transition of the work in 2 days
• Zero disruptions during the transition while maintaining a high level of CSAT.
• Reduced the Service Desk tickets by 18%.
• Reduced the Service Desk tickets by 18%.
• Compliance: 100% Compliance Adherence
• SOP creation.