Case Study: a non-insured benefits business provider achieves improved customer engagement and scalable support with CTG

CTG Enhanced Customer Engagement Solution for a Benefit Solutions and Services Provider

The client, a non-insured benefits business provider, faced challenges with a lack of a centralized digital system for managing customer benefits and engagement. After a previous vendor failed to deliver, CTG was brought in to develop a comprehensive customer engagement solution to digitize their management system and provide real-time insights into benefit utilization.

CTG implemented a scalable solution built on Microsoft Azure, which included web and mobile portals, administration tools, and an AI-powered chatbot named BEN. This initiative resulted in a system that now serves approximately two million members. The chatbot successfully handled over 35,000 interactions, significantly reducing the customer service workload and enhancing overall user engagement for the client.