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Health Insurance Company Reengineers Call Center With CRM Solution
Overview Wellmark Blue Cross and Blue Shield, a health insurance provider headquartered in Des Moines, Iowa, averages 6,500 customer service calls daily with a staff of 250 Customer Service Agents (CSAs). To document a call, CSAs had to shuffle between 30 different applications, and the means to document that call was left to personal choice. CSAs then had to manually enter the information into a mainframe for record keeping. As part of an initiative to update call center technology, Wellmark turned to Microsoft Gold Certified Partner Avanade for its implementation expertise with Microsoft Dynamics CRM. The ease of use of Microsoft Dynamics CRM has enabled in-house enterprise architects to custom tailor the solution to meet the company's specific needs.
| Publisher | Microsoft | File Format | WORD |
|---|---|---|---|
| Date Published | January 2008 | Downloads | 31 |
| Format | Case Studies | ||
| Topics | |||
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