In partnership with a specialty insurance company, the Authenticx team detected a pattern of conversations in which members were being told that there was a significant backlog on email communication.
Eliminating this backlog was a critical objective for the organization. Without their emails being received or answered, members found themselves stuck in their care journey. And on the business front, the organization was re-directing vital resources each day that the backlog grew.
Authenticx in Action
Using the Authenticx platform and proprietary machine learning models, the team readily surfaced insights around email backlogs from nearly 2,000 calls where the topic was present.
By listening at scale, Authenticx detected a pattern of conversations in which members were left feeling stuck, confused, and frustrated immediately after they were notified about the backlog — largely because a realistic time frame for next steps was not offered.
In addition to quantifying the prevalence of this member-facing barrier, the team investigated the root causes of backlogs to create resourcing solutions that help ease the burden.
Results
The company equipped its customer service team with updated talking points to explain the backlog without losing members’ confidence in the ability of the company to meet their needs.
Within the first 90 days of implementing these changes:
- Email backlog conversations were reduced by 66%
- Members and agents have saved hundreds of hours previously spent on backlogs
- Authenticx interaction trends fueled the company’s ability to attack member disruptions with confidence
See Authenticx in Action
Learn more about how Authenticx analyzes customer conversations to surface recurring trends in this two-minute video.
About Authenticx
Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.
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