Leading health insurer cut complaints 30% by launching a proactive self-service channel

Context

A leading health insurer wanted to create a consistent, scalable, and solution-oriented service process for its customers with other financial services on its platform to enhance affordability of the products available on the platform

Our approach

• Identified the pain points in the current service journey experienced by customers, channel partners, and internal team members
• Identified top drivers for customer reach out through analysis of customer service dashboards
• Assigned priority to the key issues that need to be resolved based on their impact on customer experience and internal metrics
• Set aspirations / goal posts across key metrics
• Assessed capacity requirement at current and aspirational metrics
• Designed the key solutions and interventions required to meet the aspirations / goals
• Developed a program charter to drive implementation of the proposed solutions 

Praxis value delivered

• Identifying drivers to eliminate the need for customers to reach out and providing self-service options to those who do is the most powerful lever to increase service experience as well as efficiency
• Provided recommendations to increase customer advocacy of the claims process
• Thoughtful design of customer journeys and a proactive communication strategy are key to ensure a smooth customer experience, especially during their moments of truth
• Re-imagining the operations setup can yield substantial improvements in terms of aligning the available capacity with the demands on the customer service teams