Achieving lightning-fast case resolution in under a minute for a leading managed care company
The managed care company, serving nearly 5 million individuals through government programs, faced a critical challenge in their call center operations. The existing MS Dynamics-based CRM system lacked a unified view for 3,500 Customer Service Representatives (CSRs), impacting efficiency and leading to extended case resolution times and lower C-SAT scores. To address these challenges, the company partnered with Infosys for a call center modernization initiative. Migrating to Salesforce Health Cloud provided a comprehensive solution, featuring a single console-based app, seamless data integration using OData services, data-driven insights with Einstein Analytics, and user-friendly modules with Lightning components. This transformative upgrade aimed at elevating call center operations and overcoming CRM limitations.
