Anthem Revamped Thier Customer Support Solution
Anthem is a leading health benefits company dedicated to improving lives and communities, and making healthcare simpler. Through its affiliated companies, Anthem serves more than 78 million people, including nearly 41 million within its family of health plans. They aim to be the most innovative, valuable and inclusive partner.
Industry
Health Benefits
Staff
2,000+ Employees
HQ Office
Atlanta, Georgia
Services Performed For Anthem
Salesforce Implementation
Service Cloud Implementation
Salesforce Integration
Product Services Included
Salesforce Service Cloud
Salesforce Platform
Salesforce Community
Salesforce Challenges
Anthem experienced 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
AGG provided the following Salesforce Solutions to Anthem.
Implemented Service Cloud with following to support Agents: Custom Service Cloud Consoles, Support Process, Process Automation, Knowledge Articles, Solutions, Cases 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 experienced the following Salesforce results.
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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