Case Study: One of North America's largest health insurers achieves $2.6M in immediate savings and unified multichannel customer engagement with eGain Customer Engagement Hub

Health Insurance Giant Prescribes eGain Customer Engagement Hub to Integrate Content, Channels, and Legacy Data Across Massive Multichannel Customer Base

One of North America’s five largest member-owned health insurers — serving 12 million subscribers and processing over 1.5 million transactions a day — faced intense pressure from regulation and market competition to cut costs, improve service, and adapt to more “retail” healthcare models. The company needed to make information more findable and customer interactions easier across a sprawling, legacy-packed technology footprint and multiple portals and CRM/SFA systems without ripping out existing systems.

They selected the eGain Customer Engagement Hub to federate knowledge and unify multichannel service — deploying eGain Knowledge+AI, Chat, Cobrowse, Mail, MessageCenter, ClickToCall and Siebel CRM integration. The first chat phase launched on time and under budget, immediately saving $2.6 million; four additional 12-week phases expanded chat and cobrowse, integrated knowledge and portals, and delivered consistent, repeatable improvements in service and operational efficiency.