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HEALTHCARE

Proactive Analytics Increase Satisfaction Scores Beyond Initial Targets


The Challenge

Increasing customer satisfaction is always a challenge, but perhaps even more so in competitive service industries like healthcare where multiple choices often abound.

A leading U.S.-based claim clearing house client, which provides an information exchange to providers, payers and vendors, uses an agent-based contact center supported by Cognizant. With over 100,000 cases per year, the company was challenged with high volume of issues that were not resolved during a first attempt. Low customer satisfaction scores resulted at the competitive industry level, negatively affecting the customer experience and the brand. 


Our Approach

After identifying a lack of data-driven processes to identify impacts or provide actionable responses, Cognizant developed a comprehensive analytics solution across the contact center, leveraging information from multiple customer touchpoints. The solution identifies customer experience issues and provides new actionable processes to engage customers proactively. The result: tactical improvements of issue resolution, increased customer satisfaction (CSAT) scores and improved customer sentiment.

The solution predicts open case or issue propensity post closure and defines actions for high-risk claims, which remain open until an optimum resolution ensues. The output helps predict likely “low CSAT” customers well in advance to prevent issues from occurring.  

A Real-Time Look into Customer Sentiment

To ensure that insights remain actionable, the solution includes a customer sentiment dashboard providing real-time views for agents while they interact with customers. This empowers agents to better respond to current customer issues, as well as further enhance the overall customer experience.

12%

reduction in reopened issue rates

7%

lift in overall CSAT scores, exceeding client targets


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