Case Study: a Fortune 500 Health Insurance Company reduces call center calls by 10% with Ascendum Solutions

Fortune 500 Health Insurance Company reduces call center volume by 10% in 90 days with Ascendum Solutions

Ascendum Solutions collaborated with a Fortune 500 health insurance company to address its challenge of gaining insights into customer usage across its mobile app, website, and call center channels. The client needed to analyze survey responses and user behavior correlations but was hindered by segmented data sources, requiring an improved data collection system and a comprehensive analytics dashboard.

The solution involved creating a secure data lake and developing advanced analytics using Python within Power BI. Ascendum Solutions built dashboards and reports that incorporated AI and ML visualizations to provide a 360-degree view of customer interactions. This resulted in a 10% reduction in call center volume within 90 days, provided 100% usable data, and delivered 45 new in-depth reports on channel usage.