Improving customer experience with CAI and Service Desk
A fresh look at staffing and processes at the service desk saved a mission-driven managed care organization millions of precious dollars.
A leading managed care organization that provides comprehensive healthcare solutions for those in need and the chronically ill serves more than 5.7 million members nationwide. It strikes a remarkable balance by offering innovative solutions that help improve health outcomes while reducing costs.
"Our experience with the CAI Service Desk team has been excellent. They have brought best practices and focus to an area of IT support that had been lacking for many years."
Challenge
When the IT Service Desk at the organization began receiving a disproportionate number of incidents based on its size, it reached out to CAI to help ensure it was offering its employees an appropriate level of service.
Solution
CAI proposed a customized solution to eliminate churn and reduce IT spending. A team staffing model quickly addressed deficiencies in staffing peak periods. We identified opportunities to deploy automation and drove CPI initiatives through data analytics in key areas that allowed the company to reduce volumes and overall support costs. By promoting self-service solutions, the company quickly began to see the benefits of improved customer experience and greater employee productivity.
Benefits
The organization’s average number of contacts went down from more than 17,000 per month to 8,000 per month. IT gained better processes, staffing, and root cause analysis. Even though the company was growing all the while, it saved $2.2 million over the life of the contract.
Service Desk
We work with enterprises to build the right staffing model for their needs, whether it is a dedicated on-site group or a shared team located in our Delaware Valley office.
Intelligent Automation
We implement solutions and align best practices based on years of experience rescuing failing automation initiatives. We focus on solving the problem and leveraging a variety of tools, so you realize the gains.
