Member at the center A chief objective of this healthcare client engagement was to create a roadmap to drive additional growth by heightening the member experience.
Member insights that pay dividends Siloed data sources, legacy channels, and lack of insights about the member journey effectively hobble member acquisition potential for any healthcare organization. We tackled this challenge head on. the data to drive key insights all the way to an individual member level. With access to advance reporting from HIP, the client was able to launch targeted outbound campaigns, assess their effectiveness, and find new ways to improve going forward.
members spend less time on hold and more time with knowledgeable healthcare advocates who assist with confidence and empathy nurtured through ongoing training and personalized, real-time coaching. We built a customer data platform (CDP) that generated savings and insights that informed new, more ambitious improvement projects. The resulting feedback loop is integral to surfacing new opportunities for tomorrow, next year, and five years out. None of this could have happened without trust built over time and success of a diverse array of optimization initiatives, each serving as a proof point driving performance goals higher year after year.
By putting the member at the center and choreographing all systems and processes end-to-end, we progress forward as one. With people, systems, and processes in sync, new opportunities to improve reveal themselves – and we seize upon those that are the right fit. As a result, the experience of the contact center healthcare advocate improves, too, lifting job satisfaction and retention. We leverage artificial intelligence and telephony — balanced thoughtfully with human assets — in inventive new ways the client could not achieve with its own corporate IT department. As a result,
TTEC built and implemented a customized version of our Humanify Insights Platform (HIP), a cloud-based customer and employee data platform that provided our client a 360-degree view into members’ needs, behaviors, and preferences. We integrated data across the client’s CRM system, Cisco Voice Platform, and multiple customer support channels, among other data sources. We also layered on natural language processing engines to interpret
Shifting from quarterly to daily reporting was a game-changer, enabling the healthcare organization to be more agile and seize growth opportunities swiftly as they arise.
12 | High water mark for healthcare
ttec.com | 13
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