Case Study: Wisconsin Physicians Service Insurance achieves a 98% customer-service rating and faster, more accurate claims processing with Cincom Eloquence

Improved Communications Propels Customer Service Rating to 98% at Wisconsin Physicians Service

Wisconsin Physicians Service Insurance Corporation’s TRICARE division, which handles claims and customer service for more than 4.6 million DOD beneficiaries and over 65 million claims annually, faced strict Department of Defense requirements, high-volume processing demands and inefficient, error-prone document workflows. With 2,500+ templates, manual personalization, attachment handling and security/redaction concerns, WPSIC needed a fast, compliant solution to improve accuracy, speed and scalability—while meeting a compressed go-live schedule tied to DOD contracts.

WPSIC implemented Cincom Eloquence in a three-month deployment to centralize approved content components, introduce guided authoring, automate attachments and delivery, and add redaction and other efficiency features. The upgrade cut template maintenance by more than 60%, reduced average request handling time from 6½ to about 5 minutes, delivered roughly 90% same‑day outbound turnaround, achieved 99% accuracy and a 98% customer‑service rating, and enabled staff redeployment and lower future staffing needs while opening the door to electronic delivery and postage savings.

Wisconsin Physicians Service Insurance

Dave True

Director of Customer Service