Case Study: a Fortune 50 healthcare company reduces support calls and boosts self-service with 3Pillar Global

Fortune 50 Healthcare Company cuts support calls 75% with 3Pillar Global

A Fortune 50 healthcare company, one of the largest managed care organizations in the US, faced the challenge of providing its customers with a simple end-to-end online experience for managing their complex healthcare needs. Their existing member portal was difficult to use, leading to a high volume of customer support calls. The company engaged 3Pillar Global and utilized its Application Modernization offering to address this.

3Pillar Global completely overhauled the legacy member portal by breaking it into microservices and also built a new guide portal from the ground up. This created a one-stop shop for members to manage insurance details and find providers. The solution resulted in a 75% reduction in customer support call volume, saving millions annually, and enabled a rapid increase in new customer sign-ups and revenue.