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Case Studies / Contact Center Management

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

Healthcare Industry

Scope

  • The 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 the 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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