Our client, Planned Administrators, Inc. (PAI), was operating a legacy standalone customer service (CS) application that was not integrated with its core administration system, Cognizant’s TriZetto® QicLink™. QicLink contained all needed details, and the CS system had notes and other member information. When a member or provider called, PAI’s service representatives had to toggle between systems, which slowed call resolution time, hurting agent productivity. In addition, the CS application did not have a modern user interface and it was expensive to maintain, requiring regular patches to ensure its compliance with federal and customer security standards. PAI wanted to reduce the time and costs while improving operational efficiency to deliver a modern customer experience and support new lines of business.