Jenna Trott |  November 9, 2024  |  6 Minute Read

No one plans for life’s surprises–whether it’s a sudden injury or a loved one falling ill. But when these unexpected moments happen, the last thing anyone wants is to feel lost in a maze of automated phone systems or transferred from one unhelpful representative to the next.

This was the challenge facing Anthem, a leading health benefits company dedicated to delivering exceptional care to its members and supporting the overall health of local communities. As Anthem’s systems began to impede their quality of service, the company knew it was time to make a change. That’s when they reached out to Access Global Group (AGG) for support in revamping their customer support capabilities.

Keep reading to see how Access Global Group collaborated with Anthem to remedy their existing system and build a more streamlined, responsive approach to serving their members’ needs.

The Challenge: Modernizing Legacy Support Systems

As one of the largest healthcare insurance providers in the U.S., Anthem knows firsthand the challenges of delivering exceptional customer support at scale. With a vast number of cases flooding their system each day, the company’s existing email support workflows had become Increasingly cumbersome and complex. Other key challenges Included: 

Legacy Email Integration: Anthem’s existing email support system was deeply integrated with their security infrastructure, making any system updates or changes complex and high-risk.

Manual Queue Management: Support managers at Anthem were manually reviewing and reassigning cases across different queues, a time-consuming process that diverted focus from more strategic priorities.

Limited Visibility: Anthem lacked real-time tracking and insights into key operational metrics like agent capacity, case queue volumes, and SLA adherence, hindering their ability to make data-driven decisions.

Static Interface: Anthem’s case management interface could not dynamically adjust to different case types, forcing agents to navigate multiple screens and systems to access the necessary information.

Skill Management: Making updates to agent skill profiles at Anthem was a highly manual process that required coordination across multiple systems–a cumbersome workflow that inhibited their flexibility in staff deployment.

The Solution: A Comprehensive Service Cloud Implementation

Customized Service Cloud Consoles: AGG designed intuitive agent consoles that enabled Anthem’s support team to quickly find, update, and create records–drastically reducing response times and improving the overall customer experience.

Streamlined Support Workflows: By closely analyzing Anthem’s existing processes, AGG was able to restructure and optimize support workflows, enhancing team collaboration and making interactions smoother for both agents and members.

Intelligent Process Automation: AGG leveraged Salesforce’s automation capabilities to take over manual, error-prone tasks, freeing Anthem’s agents to focus on higher-value activities that drive greater customer satisfaction.

Centralized Knowledge Management: By implementing a robust knowledge base, Access Global Group provided agents with easy access to vital product and process information–equipping them to navigate Anthem’s systems and policies with confidence.

Enhanced Case Categorization: Cases are now automatically tagged with key attributes like type and plan family, ensuring accurate data capture and enabling more granular reporting and analysis.

Finally, to accommodate Anthem’s high-volume support demands, AGG also:

➞ Configured email-to-case functionality for over 100 support email addresses

➞ Implemented a custom agent skill assignment console for managers

➞ Automated case queuing based on priority for expedited resolution

The Results: Efficiency Meets Excellence

Thanks to AGG’s tailored Salesforce implementation, Anthem has experienced a range of transformative outcomes across their customer support operations:

➞ Anthem agents can now create cases directly through email IDs and are dynamically assigned to cases based on priority and agent skill set, streamlining workflows and reducing delays.

➞ Support managers have the flexibility to easily reassign agents to high-traffic queues, further enhancing collaboration and ensuring prompt attention to pressing issues.

➞ Access Global Group’s automation of manual processes has enabled Anthem to consistently meet their key case resolution KPIs.

➞ The implementation of Salesforce Service Cloud has provided agents with a centralized, intuitive interface where they can access comprehensive case data, eliminating the need to toggle between multiple systems.

➞ Anthem’s leadership team now relies on accurate, real-time reports and dashboards to track critical metrics and demonstrate the clear ROI of their Salesforce investment.

From integrating the latest technology to enhancing agent training, this partnership between Anthem and Access Global Group has empowered the healthcare provider to deliver the personalized, empathetic support their customers deserve–even in life’s most unexpected moments. By streamlining workflows, optimizing agent productivity, and elevating data-driven decision making, Anthem is poised to raise the bar for customer-centric service in the industry.

Why Us?

With a proven track record of innovation, expertise, and unwavering commitment to client success, Access Global Group is the ideal partner for organizations seeking to transform their customer support operations. As a global team of Salesforce specialists, we bring a diverse wealth of experience and certifications to the table – empowering us to tackle even the most complex challenges with creativity and technical mastery. Our ability to assemble the best-fit team, regardless of location, ensures our clients gain access to unparalleled talent and solutions tailored to their unique needs. And with glowing 5-star reviews on the Salesforce AppExchange and G2, we’ve demonstrated time and again our capacity to exceed expectations and deliver transformative results. When you choose Access Global Group, you’re partnering with a team that is not only innovative and experienced, but also deeply committed to your long-term success.