Case Study: a mid-market pharmacy benefit manager achieves a unified member experience with EXL

a mid-market pharmacy benefit manager improves member service with EXL ahead of peak enrollment in January

The customer, a mid-market pharmacy benefit manager, faced disjointed and manual call center operations leading to long hold times and poor member satisfaction. To modernize its technology and unify the member experience, the PBM engaged vendor EXL for a transformation project.

EXL implemented an omni-channel contact center platform on AWS Connect, featuring its EXELIA.AI conversational AI solution with natural language processing. This provided a unified agent desktop and key system integrations. EXL's solution led to marked improvements in key performance areas, successfully supporting the client's peak enrollment season and establishing a foundation for ongoing innovation in the member journey.