Case Study: Pharmacy Benefits Management Company achieves $25M projected annual savings and streamlined multi-site scheduling with Verint Systems' Back-Office Workforce Optimization

Pharmacy Benefits Management Company - Customer Case Study

This leading U.S. pharmacy benefits manager serves millions of members, employs thousands, and dispenses over 500 million prescriptions a year. After using Verint Quality Management in its contact centers, the company sought to bring similar automation to complex back‑office pharmacy operations to better measure and manage performance, align work across nine processing sites with a “virtual queue,” and ensure the right-skilled staff were engaged at the right time.

It deployed Verint Back‑Office Workforce Optimization—starting with Forecasting & Scheduling and later adding Adherence and Desktop & Process Analytics—across eligibility, AR, customer service, header entry, and order fulfillment. The rollout enabled efficient scheduling of 2,200 employees across 400+ queues, projected $25 million in annual savings, recaptured about $80,000 per week in idle/non‑production time, cut scheduling support by roughly 50%, and improved throughput, consistency, and quality.