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Case Studies / Business Process Optimization

Customer Service Transformation Drives $70M+ in Operating Savings and Improved CX

Healthcare Industry

Scope

  • A leading healthcare company partnered with Northridge to transform their cost structure through targeted process re-engineering, improved resource utilization and more effective use of technology

  • While cost had to come out of the business, it could not be at the expense of the customer experience. Northridge provided experts in customer experience management, process design and contact center leadership to identify and implement specific actions and quantify savings

Results

  • Over $70M in annualized savings realized

  • Call avoidance targeted upstream business process improvements, eliminating non-value contacts which also improved CX

  • Self-service savings driven by addressing website usability issues which also reduced customer effort

  • Resource utilization focused on optimal queue design that optimized occupancy and improved average speed of answer

  • AHT reduction targeted agent effectiveness and improved use of desktop support tools

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