Case Study: UnitedHealthcare achieves massive cost savings and improved customer and agent satisfaction with Pegasystems Pega BPM

Unitedhealth Group Massive Net Benefit Savings And Improved Satisfaction

UnitedHealthcare Medicare & Retirement, which provides benefits and services to nearly 10 million people, faced mounting compliance requirements and a growing need for faster, easier agent access to customer information. The organization needed a rapid modernization of its contact center to improve accuracy, efficiency, and the customer experience.

UnitedHealthcare deployed Pega BPM to wrap and renew legacy contact-center desktops—delivering a common intake platform, end-to-end issue management, and behind-the-scenes desktop enhancements. Phase 1 was rolled out to 5,000 agents in under 10 months and delivered high agent and customer satisfaction, reduced compliance errors, significant cost savings, 75% lower training time, faster agent adoption, and greater agility to meet market changes.

UnitedHealthcare

Wayne White

Vice President, Medicare & Retirement, UnitedHealth Group