Success Stories
Improving average call handling time for a leading health plan
A US-based regional payer affiliated with Blue Cross Blue Shield faced challenges with a legacy member service application, leading to restricted data access and manual interventions. Infosys transformed the system by constructing a comprehensive, omnichannel member engagement platform using Salesforce Health Cloud. Features like Member 360 integration, seamless communication, and real-time insights were implemented. The benefits included a 45% reduction in Average Call Handling Time, a 25% increase in upselling, and improved decision-making through real-time dashboards. With Infosys as a partner, the client achieved enhanced member journey visibility, optimized operational efficiency, and provided top-notch member services.
Request for services
Find out more about how we can help your organization navigate its next. Let us know your areas of interest so that we can serve you better.
