Case Study: Leading Innovative Prescription Benefit Management Provider achieves $200,000/month savings and inventory stability with Verint Systems

Leading Innovative Prescription Benefit Management - Customer Case Study

A leading prescription benefit manager that fills nearly two billion prescriptions annually and employs over 5,000 back‑office and contact center staff faced fractured systems from rapid M&A, laborious spreadsheet-based forecasting and scheduling, and limited visibility into workforce performance—forcing managers to make decisions by instinct rather than data.

The company implemented Verint Enterprise Workforce Management, Verint Desktop and Process Analytics, and Verint Advanced Scorecards to automate processes, analyze workflows, and establish enterprise KPIs. The tools revealed excessive idle time, drove process improvements and accountability, sped processing, stabilized drug inventories, and recaptured idle and non-productive time—delivering about $200,000 in monthly savings.