ANTHEM
Customer Success
How Anthem Revamped Their
Customer Support Solution with AGG
Customer Support Solution with AGG
Anthem provides healthcare throughout the U.S. and is the
Largest for-profit managed healthcare company in the Blue
Cross Blue Shield Association. As of 2019, BCBS has over 70
Billion members nationwide.
Largest for-profit managed healthcare company in the Blue
Cross Blue Shield Association. As of 2019, BCBS has over 70
Billion members nationwide.
COMPANY
Anthem
Industry
Healthcare
HEADQUARTERS
Atlanta, GA, USA
Company size
5000+ Employees
Salesforce Solutions
Service Cloud, Platform & Community
WEBSITE
The Challenge
Anthem faced the following Salesforce Challenges
- Current email case support system is cumbersome and manual.
- Support process is complex.
- Moving agents from call to email support is a complex process since agent skill reallocation/updating could not be done in the
email support system. - Support email system was integrated with security system; replacing one would require changing both.
- System could not change page layout dynamically when case type was changed.
- Agents could not resolve cases efficiently.
The Solution
Anthem Salesforce Solution Provided by Access Global group
- Implemented Service Cloud with following to support Agents
- Custom Service Cloud Consoles
- Support process
- Process automation
- Knowledge articles
- Solutions
- Cases are created/defined by type, plan family and other key factors
- Email to case to support 100 support email Id’s.
- Implemented agent custom skill assignment console for managers.
- Implemented Email Case Queues based on the priority.
- Created Reports & Dashboards to track case SLA’s & KPI.
The Results
Anthem Salesforce Results with Access Global group
- Cases are now created through email IDs.
- Agents are assigned to cases dynamically based the on priority and agent profile.
- Manual work is now reduced and optimized.
- When needed, support managers can now reassign agents to high traffic case queues.
- Case resolution times are now consistently meeting KPIs.
- Agents are now able to see multiple components of data on one screen.
- Leadership has clear visibility in to reports and dashboards to measure ROI.
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