Aetna Improves Customer Services with Automation
Aetna Inc (Aetna), a subsidiary of CVS Health Corp, is a health care benefits company. It offers a range of traditional, voluntary, and consumer-directed health insurance products and related services. The company provides insurance products for medical, dental, pharmacy, behavioral health, long term care, medical stop loss, group life, and disability. It also offers Medicaid health care management services, Medicare Advantage and Medicare supplement plans, and workers’ compensation administrative services. It primarily serves employer groups, labor groups, college students, health care providers, part-time and hourly workers, individuals, health plans, government-sponsored plans, governmental units, and expatriates. Aetna is headquartered in Hartford, Connecticut, the US.
Industry
Health Insurance
Staff
10,000+ Employees
HQ Office
Hartford, Connecticut
Access Global Group Services Performed For Aetna
Salesforce Implementation
Salesforce Strategy Consulting
Salesforce Managed Services
Five9 Strategy Consulting
Five9 Staff Augmentation
Products Services Included
Amazon Connect
CTI
Service Cloud Voice
Digital Engagement
Five9
Informatica
Einstein Analytics
Shield
Salesforce Challenges
Aetna experienced the following Salesforce challenges.
Aetna legacy system did not require validations or accountability around data, was not automated and reports were not clear.
Agents could not access current services of existing customers.ts.
The lead calling process was manual and could not be accessed remotely.
360 View of a customer is missing.
High volume calls are not handled optimally.
Reporting related to call conversation does not exist.
Automatic routing based on the priority of the call is missing.
All calls are handled by real person and no AI has been built.
Metrics related to call recording like duration of the call, reason for the call and timings of the call is missing.
Salesforce Solutions
Access Global Group provided the following Salesforce Solutions to Aetna.
Service Cloud Voice ensures data accountability and validation with complete view of customers and deals.
Validations and automation capture key data needed to process deals and reports.
CTI automates the calling process and agents can work remotely and tracking is controlled through Salesforce.
Leadership and supervisors can quickly access reports with accurate data.
Amazon Connect is used to effectively capture key details related to the service call.
Amazon Connect is used to setup AI for automated assistance to the customers.
Omni channel is setup in Salesforce to route calls based on the set rules.
Amazon Connect’s Lex/Polly is used to capture the automated calls.
Lightning flows are used in salesforce to have a step by step visual direction to agents.
Amazon Connect is used to record all the automated calls and metrics and reported back to salesforce.
Salesforce Results
Aetna experienced the following Salesforce results with Access Global Group’s Consulting Services.
40% increase in handling calls during the high volume hours
Resolution of cases has been increased.
Reporting related to calls are effectively reported back to executives/managers which decreased the amount of time spent prior to implementation.
Automation of calls using AI has significantly decreased the amount of calls handled by agents.
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