Case Study: Medscheme achieves major productivity gains and reduced overtime costs with NICE Systems' NEVA Discover

Productivity and Reduced Costs at South Africa's Leading Health Plan Administrator

Medscheme, South Africa’s largest health risk management services provider serving over three million people, faced an unexplained rise in back-office overtime (about R3,000,000 / ~$190,000 monthly) alongside slipping quality scores. Leadership lacked visibility into how highly skilled agents were spending time in the legacy CRM, making it difficult to identify root causes or enforce adherence.

Medscheme deployed NICE NEVA Discover with desktop analytics and NICE Value Realization Services to integrate with its core CRM and build a custom dashboard combining CSAT, quality and cost metrics. The program established a 70% CRM-time baseline, enabled denial of overtime for non‑adherence, surfaced best practices for coaching and workflow optimization, and delivered clearer productivity insights—positioning the company to reduce overtime, shrink backlogs and lower operating costs.

Medscheme

Ncumisa Hlapo

Business Intelligence Senior Specialist