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Transforming CX Through CCaaS Implementation for a 12% Reduction in Operational Spending

A leading healthcare payer streamlined its on-premise contact center technology to an omnichannel cloud solution.

Industry: Healthcare

12%

reduction in operating spend

$3.86M

total projected savings

7K

resource hours involved

Challenge

When our healthcare client faced the ticking clock of an outdated on-premise contact center system nearing its end, it viewed the challenge as an opportunity to leap into the future. In looking to transition to a modern contact center as a service (CCaaS) platform, the client aimed to tackle operational headaches and elevate its customer experience.

However, the path was far from smooth: time was tight, with only five months to get it all done. Previous transformation efforts had stalled due to competing priorities and internal biases, so the client needed help with cross-functional engagement, prioritization, and planning. Plus, outdated processes were putting a damper on personalizing member interactions. The client needed more than a vendor; it needed a partner with a vision and a roadmap to navigate this transition.

Omnichannel Solutions CCaaS

Solution

Our approach revolved around four pivotal questions:

  • What’s the right omnichannel strategy? We kicked things off with workshops to align on strategy and omnichannel priorities. Getting all stakeholders on the same page was key, as buy-in was crucial for a speedy deployment.
  • What matters most to the client and its customers? We gathered insights into needs, priorities, and opportunities through SME interviews, focus groups, data dives, and even mystery shopping experiences to get to the heart of their needs.
  • What tech can meet these needs? Taking a tech-agnostic approach, we didn’t just push a platform on the client. By evaluating fit factors (member experience, contact center functionality, business intelligence, infrastructure, etc.), we matched platforms to the client’s specific needs.
  • Where to start? We crafted an integrated roadmap and implementation plan that incorporated everything from functional deployments to change management, ensuring every piece fit together seamlessly. Getting this right was critical, especially stepping away from a mindset focused on merely replacing technology.

With the client’s previous transformation efforts having stalled, this methodical approach was key to ensuring stakeholder alignment and confidence. With time of the essence, we built upon an existing omnichannel vision, which was easily customized to the client’s strategic roadmap and timeframe. The implementation of a new cloud platform service, hosted by NiCE, harnessed state-of-the-art cloud technologies to address the client’s evolving needs, ensuring enhanced customer engagement and support.

As part of that transformation, we rolled out a powerful workforce management (WFM) solution to tackle complex staffing challenges, alleviating employee stress and customer frustration, and launched a natural language understanding (NLU) call routing component to enhance customer engagement.

By the end, we shifted the client’s perspective from simple technology replacement with more of a focus on the experience of employees than customers to a comprehensive personalized journey that balances customer and employee experiences with technology transformation.

“Appreciate the partnership and the dedication, diligence, and just plain old passion to solve post-launch issues. Getting feedback on how well this launch went compared to others helped us level set expectations—so appreciate that perspective. Lastly, the speed at which we implemented was herculean. Thank you so much for being great partners!”

—Client VP Executive Sponsor

Outcomes

The project itself was notably complex, transforming 9 complex workstreams for the client—each with multiple lines of business—while migrating the client’s more than 600 users. However, with the right approach and the right perspective, the client was able to avoid becoming stalled once again, achieving:

12% reduction in operational spending

$425K projected savings via smarter advisor workflows, enabling faster resolutions

$3.86M in expected total savings with integrated solutions

54% improvement in average speed of answer for specialized teams (12% improvement overall)

46% reduction in call transfers of specialized teams (18% reduction overall)

17% reduction in call volume from CX improvements

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