Case Study: eHealth achieves faster, more responsive customer service with Connotate

Leveraging Web Harvesting to Serve Customers Better

eHealth, America’s leading online health insurance marketplace, needed a way to give call center customers accurate, real-time information so they could make informed healthcare decisions. During peak enrollment periods, agents were spending several minutes manually searching multiple sources, which slowed service and increased call center costs. eHealth chose Connotate to help solve this challenge.

Connotate implemented a web content harvesting solution that lets agents enter a few details into a custom interface and receive federated real-time search results in seconds. With Connotate, eHealth reduced average enrollment call length by 10% and saved 4.5 minutes per call, improving responsiveness, serving more customers, and strengthening compliance metrics while funding the project through cost savings alone.

eHealth

Willy Wang

Vice President of Engineering