Case Study: Leading U.S.-based claim clearing house achieves 12% reduction in reopened issues and 7% lift in CSAT with Cognizant

Proactive Analytics Increase Satisfaction Scores Beyond Initial Targets

Cognizant worked with a leading U.S.–based claim clearing house that handles over 100,000 contact center cases a year and was struggling with low first-attempt resolution and customer satisfaction scores. The high volume of unresolved or reopened issues was hurting the customer experience and the client’s brand in a competitive healthcare services market.

Cognizant implemented a data-driven analytics solution that consolidated multiple customer touchpoints to predict case-reopen propensity and identify high-risk claims, paired with a real-time customer sentiment dashboard for agents. The proactive processes improved issue resolution and agent responsiveness, driving a 12% reduction in reopened issues and a 7% lift in overall CSAT—exceeding client targets.