Case Study: Elevance Health achieves personalized customer experiences with Pegasystems

Elevance Health delivers personalized customer experiences with Pega

Elevance Health, a leading U.S. health benefit company, needed to simplify complex member and associate experiences while improving operational efficiency, especially amid high turnover and training costs. To address this, Elevance Health worked with Pegasystems and used Pega Customer Service to build a more streamlined service model for its agents.

Pegasystems helped Elevance Health launch Solution Central, a next-generation associate desktop that provides real-time information, guided workflows, and contextual support. The result was a 50% decrease in training time, an 11-point increase in NPS, and a 3-minute drop in average handle time, along with hundreds of automated processes and faster initial delivery.

Elevance Health

Jenn Wade

VP Commercial Experience