Healthcare Client: Pega CRM

Healthcare Client: Pega CRM

US Healthcare Payer improves customer service engagement with significant operational efficiency and improved customer satisfaction.


  1. Our Impact

Focusing on the customer has really paid off for the US healthcare payer client

  • Customer satisfaction has tripled
  • Expense and service margins have decreased
  • Customer handling time is lower for the best agents and the most satisfied customers
  • Triplecustomer satisfaction
  • Decreaseexpense and service margins
  • Lowercustomer handling time
  1. Business Challenge

Client recognized the state of their customer service was suffering. The company set out to create an integrated solution that meets the needs of their providers and members and exceeds their expectations. They also wanted to be able to still deliver local, personalized service to their customers.

  1. Solution Highlights

Infomatics team was selected to build a new end-to-end customer relationship management system designed to provide excellent care for the healthcare payer’s customers, based on their new relationship servicing model designed to build and deepen customer relationships.

  • Create an integrated network to deliver service regardless of location
  • Meet the customers’ unique needs
  • Develop a culture defined by a passion to serve
  1. The Process

Infomatics team adopted agile solutions to develop the actual solutions, and business process management and knowledge management technology were brought in.

  1. Our Team

Infomatics team involved in the end to end solution development that includes

  • Set up required environments for project execution
  • Configure out of box PEGA CRM product based on business need (Geo specific business need)
  • Integrations with Member, Provider source systems and command center systems.
  • End to end project execution to make the new application ready for end users
  • Prepare comprehensive training documentation
  • Support on-boarding of end users to new application
  1. Tools & Technologies

Pega platform, Pega CRM Applications for customer service and customer onboarding