Large healthcare provider leverages dynamics CRM and CCA to enhance their customer care experience.
This customer is a large healthcare provider based in the Midwest.
This customer sought out a new technology platform because they had over 24 customer applications and 16 mainframe screens to support their 550,000+ members. The numerous islands of data created by this system resulted in limited repeatable processes to support their customers; difficulty in measuring and managing key KPIs; and issues with the onboarding and training of their internal agents. They needed a system that could support the over 5,000 customer calls they received daily and one that the 200+ call center agents could easily adopt.
By leveraging Microsoft Dynamics CRM and CCA (Agent Desktop), PowerObjects automated multiple processes, including: Guided Call Responses, Member Search, Call Type Segmentation, Application Unification, Workflow, and definition of key KPIs and Dashboards—in addition to a SOA architecture with a single-sign on.
During the project, PowerObjects overcame unforeseen hurdles such as discovering that identical versions of Cisco’s Agent Desktop applications rendered windows differently, which required coding for several variations to support all known configurations. Secondly, the customer did not have an adequate testing environment, which meant we had to test in production after hours. For OnContact, the rest-based API was newly released to production and we had several technical issues with the original configuration. The customer also had other issues with OnContact unrelated to CTI.
Now, agents have access to automated information, thereby streamlining member interactions by providing the right information, applications, and knowledge to the right agents at the right time.
This customer is using multiple technologies such as Microsoft Dynamics CRM, a CCA Agent Desktop, Advanced Workflows, Knowledge Base, and a CTI integration.