Case Study: a leading healthcare product company reduces ticket resolution time with EVRY automation

Leading Healthcare Product Company cuts service ticket resolution time by 20% with EVRY

The client, a leading healthcare product company, faced challenges in its manual, multi-channel provider enrollment and registration process. This workflow, managed through fax, Jira tickets, phone calls, and files, was impacting SLAs and customer satisfaction due to its inefficiency and the high volume of requests. EVRY was engaged to address these business imperatives.

EVRY designed and implemented an automated solution that included a utility tool for data loads and aggregation logic to bundle related requests. This automated specific workflows based on consolidated tickets and used a master template to support most client business lines. As a result, EVRY helped reduce ticket resolution time by 20%, decreased operational staff redundancy by 10%, improved team capacity by 10%, and forecasted a 5-point boost in customer satisfaction.