Skan Helps F50 Healthcare Payer discover insights to help improve First Call Resolution (FCR) rate

Our Client

This Fortune 50 company leverages technology to provide health insurance for over 150+ million people across the U.S. For their customers, they merge the power of data with a full range of benefits to improve the healthcare experience from top to bottom.

Objective

To deliver best-in-class administrative services at an optimized price point, the client wanted to transform their operating model with Process Intelligence and a new automation initiative. To start, the client selected a department for initial optimization. The call volume was heavy, with 3m+ calls annually. The workload dipped First Call Resolution (FCR) to 72%, the result of in-sourcing key customer service functions.

Aiming to improve FCR to 80%+, the client realized they needed to move beyond existing manual observation tools. Through their journey to improve FCR, the client also wanted to reduce call Average Handle Time (AHT), optimize workforce capacity, and establish an auditable model for compliance.

Cost Savings

$13.6M

savings from improved capacity utilization & process optimization.

Workforce Optimization

$6.4M

annual savings from a 20% improvement in workforce capacity utilization.

Solution

With their innovative Process Intelligence platform, Skan AI created end-to-end process maps and provided insights on workforce capacity utilization, productivity, and automation opportunities. Skan's solution provided the client with insights into variant analysis and discovered patterns for rework loops.

By identifying and training the workforce, Skan AI helped the client improve its overall efficiency and streamline its processes. Armed with insights from Skan AI's Process Intelligence, the company was able to gain valuable insights into its operations and make data-driven decisions to drive growth and profitability.

Outcome

The changes netted the client $13.6m in annual savings with improvement in workforce capacity utilization & process optimization.

A 40% reduction in process variability, achieved by identifying and implementing select Standard Operating Procedures, led to $4m in annual savings. The partnership also yielded:

40% reduction in customer account update cycle time through automation, based on an analysis of how the business was using customer account screens
Improved FCR to 77% with a clear path defined for reaching the client's 80% target mark
Reduced AHT by 12% across all case types

“The depth and specificity of the data-driven insights delivered by Skan in 3 months would have taken a team of 8 six sigma blackbelts more than a year to put together.”

Director Process Excellence

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