Case Study: The SSI Group achieves a 70% reduction in service-ticket backlog and a 5% improvement in SLA adherence with Oracle CRM On Demand (Oracle)

The SSI Group Boosts Customer Satisfaction by Reducing Service-Ticket Backlogs by 70% and Boosting Service Level Agreement Adherence by 5%

The SSI Group, Inc., a healthcare revenue- and payment-cycle management provider that processes over 600 million transactions annually for more than 2,700 payers and providers, needed to centralize customer information and improve call-center efficiency. Its goals were to resolve claims inquiries faster, meet service-level agreements more consistently, and gain visibility into key metrics such as ticket volumes, reopen rates, and channels of contact.

SSI implemented Oracle CRM On Demand (with Oracle Contact On Demand) for 30 call-center staff, completing the rollout in six months with partner Serene Corporation. The solution centralized customer data and analytics, cutting the service-ticket backlog by 70%, boosting SLA adherence by 5%, delivering a 100% ROI within one year, and improving agent productivity and overall customer satisfaction.

The SSI Group

Michael Galloway

Vice President