A US based leader in providing patient-specific, data-driven technology and solutions.
BUSINESS OBJECTIVE :
The client aimed to assess their current company operations, including people, processes, and technology, to increase customer satisfaction, modernize outdated systems, and build lean and standardized methods while ensuring compliance. To achieve these goals, they needed to consolidate and improve the core platforms, expand automation efforts, drive data-driven business decisions and eliminate resourcing issues leading to low IT agility, high technical debt, and cost implications.
Mphasis conducted a blueprinting exercise using the 4D Consulting framework to understand the as-is state of the client’s organizations and design an ideal Target Operating Model with technology transformation, enhanced customer experience, improved processes and reduced TCO. We implemented our BPaaS solution across people, processes, and technology. We delivered the below services in an integrated manner :
Estimated 30% TCO reduction over 7 years with Zero-cost transformation
30% increase in First Call Resolution (FCR) & 15% reduction in Average Handling Time (AHT) for Helpdesk / Contact center
96% Staff rehired; ~70% roles right shored over 24 months.
25 bps improvement in CSAT
Integrated workflow management with real-time tracking & reporting
Claims backlog tracking, management, and completion in under 8 months.
Improved compliance & control mechanism
Standardized knowledge management (SOPs, Training documents etc.)
Improved Auto-adjudication rate, TAT on enrollment & overall Claims Cycle time