Case Study
The Client is a leading health insurance entity responsible for 38 independent Blue Plans located across the 50 US states, the District of Columbia, and Puerto Rico.
The plans collectively provide health coverage to nearly 100 million people, roughly one in three Americans. The client was looking to improve the mean time to resolution (MTTR) and allow large portion of its tickets to be resolved via automation. The company wanted a solution to proactively improve its total tickets volume.
Key Challenges
The Client’s member portal handles huge volumes of transactions. It used to consume significant manual effort of the application management team as close to 50% of incidents were related to this portal.
The Mean Time to Resolution (MTTR) for incidents hovered around an unacceptable range of 3 business days due to a complex incident management workflow and multiple stake holders.
The continuous disruptions resulting in large number of incidents combined with a convoluted incident life cycle process negatively impacted overall end user experience
The Solution
Infosys developed an end-to-end automation solution led by Infosys Live Enterprise Automation Platform (LEAP)
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Implementation of end to end automation, through Infosys cognitive automation studio in Infosys Live Enterprise Automation Platform (LEAP) to resolve a large portion of tickets with 100% automation resulting in zero touch.
The Infosys Live Enterprise Automation Platform (LEAP) BOTs extract tickets from ServiceNow, classify extracted tickets against the underlying problem, record using textual analytics and execute the auto-resolution process using Resolver BOTs (E-C-R: Extract – Classify - Resolve).
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Automation BOTs were also deployed to manage the incident management workflow integrating with multiple systems including ServiceNow, portal database and Email servers. This simplified the ticket life cycle drastically resulting in significant improvement in MTTR
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The Infosys Live Enterprise Automation Platform (LEAP) also established automated SLA management giving a unified view of application maintenance SLAs and KPIs such as MTTR, First Call Resolution etc. through multiple intelligent dashboards and predictive analytics to alert the team before a potential SLA breach. This resulted in better SLA management and elevated the overall end user experience.
Benefits
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55% of tickets auto-healed: by the cognitive automation studio and the E-C-R module.
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350X time improvement in MTTR: Average MTTR reduced from 3 business days (24 hours) to 4 mins due to automated ticket life cycle management and assisted automation.
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Near Zero reopened incidents due to simplified and automated incident life cycle unified and integrated by Infosys Live Enterprise Automation Platform (LEAP).
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100% automated SLA management: a single pane glass view of all key support metrics and SLAs compared to multiple spreadsheets and manual monitoring before Infosys Live Enterprise Automation Platform (LEAP).
Insights
Testimonials
Since Infosys Live Enterprise Automation Platform’s implementation in late October we have seen 55.82% of our total ticket volume resolved via automation! We’ve also seen an 80% reduction in our mean time to resolve (MTTR) times! Highly impressive that we’ve been able to drastically improve MTTR times while also allowing for such a large portion of our tickets to be resolved via automation. This improvement has helped our Contact Center fielding calls and improve our overall member experience!
Technical Solution Director, EIT operations
Very nice work Infosys Team
Managing Director, EIT Operations
I see great outcome. Thanks Infosys team!
Managing Director, Managed Services Excellence
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