Enabling a leading healthcare provider to elevate customer centricity through automated enrollment
The client, a regional health plan, grappled with a manual group enrollment process marked by fragmentation, paper-based forms, complexity, and error vulnerability. This resulted in a significant 20% of call volumes dedicated to addressing issues arising from errors within group setup and enrollment. Partnering with Infosys, the client underwent a transformation using Vlocity, a pre-built Salesforce solution. This initiative aimed at eliminating process inconsistencies and errors, providing a responsive digital experience, and offering brokers and employer groups an efficient self-service platform. The automated solution achieved 99.9% accuracy, saved 80% in administrative costs, and increased NPS by 25%, addressing and overcoming the challenges faced in the manual enrollment process.
