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Case Studies / Contact Center Management

Customer Service Workgroup Restructuring Leads to $7M in Annualized Savings

Healthcare Industry

Scope

  • Organization was looking to provide members with cost-effective plans while maintaining high levels of customer service in order to compete in an increasingly competitive marketplace.

  • Their current workgroup structure was highly inefficient, costly, and resulted in inconsistent service delivery.

  • They looked to consolidate customer service workgroups while also providing proactive, consultative service.

Process

  • The Northridge Group analyzed the workgroups in detail (all levels of current services and efficiencies of their current state).

  • Evaluated client and member requirements from a customer experience perspective.

  • Conducted side by sides to review processes and tools they used to service their customers.

  • Conducted working sessions with leaders.

Results

  • Provided a detailed evaluation of current workgroup structure

  • The Northridge Group leveraged best practices, CX and CC operations to make recommendations to completely transform their service model in a phased approach

  • Provided the organization with:

    • Transition plan considerations and dependencies

    • Assessment of complex calls and recommendations for an overlay program

  • Our recommended plan led to $7M in annualized savings

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