Case Study: Multi-national Healthcare and Medical Device Company achieves 10% revenue gain and 15% agent productivity improvement with Pegasystems Robotic Automation

Optimizing Contact Center Efficiency Increases Revenue

A multi-national healthcare and medical device company with $6 billion in revenue and more than 120,000 employees faced a tangled agent desktop after mergers and new systems left customer service staff navigating disparate applications and thousands of billing response codes. The complexity slowed order entry and contract validation, reduced agent login time, increased handle times, and constrained productivity and revenue opportunities.

Using Pega Robotic Automation the company built an “Agent Assistance Toolbar” in under three weeks to provide single sign-on, pull contract data, filter and validate billing codes, and deliver real-time, context-specific guidance for agents (including upsell prompts). The automation streamlined code lookup and contract validation, cut average handle time by 11%, improved agent productivity by 15%, reduced billing errors, and drove a 10% revenue uplift, with plans to expand the solution enterprise-wide.