Case Study

Transforming the Scope of Appointment Process for a Leading Health Plan


About the Client

Our client is a leading health plan in the United States, serving nearly 6 million members across the country, with expertise in three major areas of government-sponsored healthcare: Medicaid, Medicare Advantage, and Medicare Prescription Drug Plans.

The Challenges of a Point Solution

In order to manage their scope of appointment (SOA) process, the client made huge investments into their call centre operations and sales and support team. However, these point solutions did nothing to alleviate their challenges, including a lack of visibility into the process, low workforce productivity, and a lack of customer retention. And so, the client recognized the need to ramp up its technological infrastructure.

The Road to Transformation

Download this case study to learn how our client embarked on a digital transformation journey and achieved significant cost savings by leveraging Newgen’s application.

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