Improving average call handling time for a leading health plan
A US-based regional payer affiliated with Blue Cross Blue Shield faced challenges with a legacy member service application, leading to restricted data access and manual interventions. Infosys transformed the system by constructing a comprehensive, omnichannel member engagement platform using Salesforce Health Cloud. Features like Member 360 integration, seamless communication, and real-time insights were implemented. The benefits included a 45% reduction in Average Call Handling Time, a 25% increase in upselling, and improved decision-making through real-time dashboards. With Infosys as a partner, the client achieved enhanced member journey visibility, optimized operational efficiency, and provided top-notch member services.
