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

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.

After Skan AI's process transformation work revealed the frontline inefficiencies suppressing agent output, this F50 healthcare payer achieved measurable gains in customer service performance and operational cost reduction. 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  
   ​