Customer Success Stories
Anthem
How Anthem Revamped Their 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 2018, BCBS has over 40 million members nationwide.
COMPANY
Anthem
INDUSTRY
Healthcare
HEADQUARTERS
Atlanta, Georgia
COMPANY SIZE
5000+ Employees
SALESFORCE SOLUTIONS
Service Cloud, Platform & Community
WEBSITE
anthem.com
Salesforce Challenges
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.
Salesforce Solutions
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.
Salesforce 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.