Even a minor administrative process can become confusing in healthcare when concurrent with a medical condition, be it benign or severe.
Therefore, a leading health insurer was committed to improving customer experience by identifying customers who might lose track of reimbursement procedures.
There was a high suspicion that incomprehension caused many repeat inbound calls. Our project with the insurer aimed to identify patients at risk of getting lost and proactively reach out to patients before they asked for assistance.
We first carried out a segmentation based on interaction history (e-mail, calls, etc.), product holding, or socio-demographic indicators.
We then ran tests on the various identified segments, including
All the tests ran against control groups to ensure we measured the right impact and not a less realistic "absolute" gain.
After the implementation of the new case management rules in the organization, we measured
Since 2015, Agilytic helps innovative leaders solve their biggest challenges through the smarter use of data. With over 80 successful projects to date, we have perfected a pragmatic approach to putting data at the service of business goals, be they commercial, operational, financial, or human. Reach out today for a quick introduction, we’d love to hear from you.