Case Study: Largest Non-Profit Health Insurance Company achieves $1.25M in savings and 16% productivity improvement with Verint Systems

Largest Non-Profit Health Insurance Company - Customer Case Study

One of the largest non-profit health insurers in the U.S., serving more than five million members, faced limited visibility into how roughly 900 back-office staff spent their time across enrollment, billing, claims, and membership functions. Disparate data sources and manual processes left leaders without actionable insights to improve efficiency, productivity, or the customer experience.

Using a phased rollout of Verint solutions—starting with Time Off Manager and My Time for attendance and self-reporting, then adding Desktop and Process Analytics and Performance Management to capture desktop activity and standardize productivity metrics—the insurer gained near real-time performance data and cost-to-serve reporting. The changes uncovered latent capacity and drove measurable gains: utilization and capacity rose 3.5% (saving over $1.25M in 12 months), productivity improved 16% (nearly 800 hours/week), and about $70,000 in incorrectly paid annual overtime was eliminated.