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Revamped Their Customer Support Solution

Anthem is a leading health benefits company dedicated to improving lives and communities and making healthcare simpler. Through its affiliated companies, Anthem serves more than 78 million people, including nearly 41 million within its family of health plans. They aim to be the most innovative, valuable, and inclusive partner.

Industry

Health Benefits

Staff

2,000+ Employees

HQ Office

Atlanta, Georgia

success story

Services Performed For Anthem

  • Salesforce Implementation
  • Service Cloud Implementation
  • Salesforce Integration

Product Services Included

  • Salesforce Service Cloud
  • Salesforce Platform
  • Salesforce Community

challenges

Salesforce Challenges

Anthem experienced the following Salesforce challenges.

  • Current email case support system was cumbersome and manual.
  • Support process was complex.
  • Agent skill reallocation/updating couldn’t be done in the email support system, creating a complex process for moving agents from call to email support.
  • Support email system was integrated with the security system; replacing one would require changing both.
  • System could not change page layout dynamically when case type was changed.
  • Agents could not resolve cases efficiently.

solutions

Salesforce Solutions

FormativGroup provided the following Salesforce solutions to Anthem.

  • Implemented Service Cloud with the following to support agents: Custom Service Cloud Consoles, Support Process, Process Automation, Knowledge Articles, Solutions, Cases created/defined by type, plan family, and other key factors.
  • Email-to-Case implemented to handle 100 customer service email IDs.
  • Implemented agent custom skill assignment console for managers.
  • Implemented Email Case Queues based on the priority.
  • Created reports & dashboards to track case SLA’s & KPI.

results

Salesforce Results

Anthem experienced the following Salesforce results with FormativGroup’s Consulting Services.

  • Cases are created through email IDs.
  • Agents are assigned to cases dynamically based on priority and agent profile.
  • Manual work reduced and optimized.
  • Support managers can reassign agents to high-traffic case queue when needed.
  • Case resolution times are now consistently meeting KPIs.
  • Agents are able to see multiple components of data on one screen.
  • Leadership has clear visibility using reports and dashboards to measure ROI.

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Awarded, Trusted & Proven to Deliver Salesforce Results

FormativGroup has been designing and delivering customized Salesforce solutions for organizations across every industry and size. Our proven track record of success and unwavering client satisfaction make us a trusted partner for your Salesforce transformation journey. When it comes to maximizing your Salesforce investment, FormativGroup is the team that helps you move forward with confidence.

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