Case Study: a health insurance company cuts case handling time with Radixweb’s Microsoft cloud contact center modernization

a health insurance company cuts case handling time by 240+ minutes with Radixweb

The client, a health insurance company based in the USA, was struggling with a legacy contact center system that suffered from frequent downtime and lacked modern integrations. This led to siloed data and inefficient manual processes. They partnered with vendor Radixweb, who proposed modernizing their infrastructure using the Microsoft Digital Contact Centre Platform.

Radixweb implemented an end-to-end cloud solution featuring omnichannel engagement, AI-driven self-service, and advanced case management. This modernization resulted in the client saving over 240 minutes per case and achieving a 33.5% increase in first call resolution rates. The new system now efficiently handles over 2 million customer interactions per year.

Health Insurance Company