Case Study: Humana improves business service request processing with Alternative Solutions Consulting

Humana streamlines support for 55,000+ partners and employees with Alternative Solutions Consulting

Humana was struggling to service its over 55,000 business partners and employees and needed a better solution for guiding the creation and processing of Business Service Requests. The company looked to Salesforce.com and Alternative Solutions Consulting to provide a solution, implementing Care Center 360™ Service Cloud for Case Management and a Salesforce.com Partner Community.

Alternative Solutions Consulting re-designed the security model and implemented a consistent user experience across various user types. The solution delivered significant improvements to Humana’s internal support processes, eliminating timely mistakes. Customizable dashboards also provided real-time insight into the current state of active BSRs at any stage of the process.

Humana