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Contact Solutions and a Leading BPO Partner to Improve Large State Medicaid Program’s IVR Performance
With Contact Solutions inside, top tier BPO gains competitive advantage
Reston, Va, (November 22, 2011)– Contact Solutions, a leading provider of cloud-based contact automation solutions, has partnered with a top tier Business Process Outsourcer (BPO) to deliver a hosted interactive voice response (IVR) solution for one of the largest Medicaid Management Information System (MMIS) programs in the country. The new solution showed an immediate performance improvement over the system it replaced, eliminating 58% of all transfers to contact center agents by enabling far more callers to successfully achieve their goals in the IVR. This improved level of caller self-service alleviates pressure on contact center agents and dramatically lowers interaction costs.
“At initial deployment we made no changes to the existing IVR call flow because the customer thought the system was already fully optimized. Yet once we went live, the performance gains kicked in immediately and rather dramatically,” said Mark Whittle, COO of Contact Solutions. “We saved this customer six figures a year purely because of our superior platform performance. Our continuous improvement team hadn’t even begun its work on the IVR application.”
Timely and efficient customer service for the Medicaid provider community has been the cornerstone of this BPO’s success supporting programs like this for more than 20 years. For this implementation, the BPO moved proactively to replace an aging system so the needs of the provider community would be handled as efficiently as possible. The new system, designed to incorporate Centers for Medicare & Medicaid Services (CMS)-mandated HIPAA 5010 changes, provides automated services for Medicaid providers to check member eligibility, copays, service limits, and payment status. The solution handles millions of calls per year and enables more than 95% of callers to obtain answers to their questions quickly and easily through the Contact Solutions IVR.
“Since initial deployment, our Continuous Improvement Practice has identified thirteen solution enhancements that collectively are projected to save the customer more than $2 million over the next three years,” continued Mark Whittle. “That’s all in addition to the savings that justified the initial purchase decision. Because our performance improvements regularly have such a large impact on business results, our BPO partner gains a significant competitive advantage by having Contact Solutions inside their offer.”
Contact Solutions has a team of continuous improvement professionals dedicated to raising performance of hosted customer self-service solutions for years after they go into production. This team is measured on its ability to find improvements to existing programs. In 2010, the Contact Solutions Continuous Improvement Practice team identified, deployed, and verified $10 million in additional cost savings and customer satisfaction improvements for clients – above and beyond their original program deployment goals.
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About Contact Solutions
Contact Solutions provides industry-leading customer service by automating millions of customer interactions each day on behalf of our large enterprise and government clients. Our clients achieve superior lifetime ROI and higher customer experience ratings for their automated solutions because, for years after initial deployment, our unique Continuous Improvement Practice keeps raising the bar on performance. We systematically increase automation rates to lower costs and simultaneously provide our clients with the information they need to make data-driven business decisions that affect customer satisfaction. Our cloud-based multichannel platform supports customer interactions via hosted IVR, mobile web, SMS text messaging, email, fax, and web transactions. Contact Solutions is one of the top five largest hosted IVR providers in North America by market share, and received a 2011 Product Differentiation Excellence Award from Frost & Sullivan for our Customer Experience (CX) Framework.