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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.


reduction in reopened issue rates


lift in overall CSAT scores, exceeding client targets