Case Study: a Fortune 20 pharmacy benefits management organization cuts ticket volumes by 42% with AgileThought managed services

Healthcare Organization Reduces Ticket Volumes by 42% in One Year

AgileThought worked with a Fortune 20 pharmacy benefits management organization that processes millions of home-delivery prescriptions each year. The customer was dealing with high ticket volumes in a core packaged system that affected several parts of the business, and needed help resolving open issues while also reducing the volume of future tickets.

AgileThought’s managed services team investigated the root causes, handled inbound tickets, and delivered application enhancements and production code fixes through GAPs while meeting contractual SLAs. The results included a 42% reduction in ticket volume in the first year, 100% completion of GAPs delivery in year one, and all inbound tickets resolved within three days for 80% of cases, driving ongoing cost savings for the customer.