Case Study: UnitedHealthcare achieves 96%+ customer satisfaction with EPAM Systems' Advocate4Me

UHC wanted to help members quickly resolve their medical issues so they could focus on what mattered most: their health and their family

UnitedHealthcare, the nation's largest health carrier, faced the challenge of providing a frustratingly impersonal and inefficient call center experience for its members. They partnered with EPAM Systems to create a more empathetic, customer-centric service that would help members quickly resolve their medical issues. The goal was to move beyond a transactional call center model to one that built trust and improved overall member well-being.

EPAM Systems designed and implemented the Advocate4Me solution, which included retraining agents in a "Compassion Code" and providing them with a data-enabled system to anticipate caller needs and personalize interactions. This approach led to exceptional results, including overall customer satisfaction exceeding 96% and over 95% of members ranking their trust in the service as high. Furthermore, 30% of wellness program participants were recruited through Advocate4Me recommendations.

UnitedHealthcare

Rebecca Madsen

Chief Consumer Officer