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Anthem Creates Next-Generation Service Desktop With Pega Customer Service


With Pega Customer Service, Anthem created Solution Central. The desktop service guides back-office associates through processes, making it easier for them to offer a better, frictionless experience to Anthem’s customers. Customer service representatives are given the right content, instructions, and links at the right time, reducing the dependency on training and experience. Solution Central intelligently centralizes and organizes data so that each customer service call is contextual and exceptional.

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Transcript

Trish Cox: I think personalized service is so critical in today's world. Again, consumer expectations have just changed and I think that a lot of folks, when they're picking up the phone to call, they've already tried to find something on the web or in the app, and personalized service is important because folks want you to respect their time, and they want you to be easy to do business with.

Chris Ciafone: And so it means that our associates have to have the ability to put more of their time into relating and connecting, and a lot less of their time spent navigating a really complex CRM environment.

Dan Crann: We chose Pega customer service for its ability to bring together information, to guide an agent through an interaction, and to really consolidate information to have that at the agent's fingertips.

Announcer: Anthem is one of the nation's leading health benefits companies. Serving over 40 million customers across their enterprise. Anthem created Solution Central, which is their next generation service desktop built on Pega customer service.

Trish Cox: Pega technology is the real heartbeat of Solution Central. It's the asset that we're leveraging, given the expertise of the healthcare framework, the power of the work flow, the ability to integrate with multiple systems, and building on the success of Pega technology has helped us accelerate Solution Central, to deliver that great customer experience.

Dan Crann: For the first time, Pega customer service will enable us to have one application across our book of business, having a pool of agents, and on the same solutions, you can imagine the operational benefit we'll get from that. From being able to leverage an agent pool much more broadly across multiple segments, rather than in silos.

Chris Ciafone: It's just a complete game changer for us. It changes the entire nature of how we show up to engage with our customers.

Trish Cox: So the other thing Solution Central's really helped us with is hand offs between groups, and making sure the work is getting to the right place in the right time, so experts can get to that work quickly, again, all trying to get the answers back in a timely fashion to our consumers.

Chris Ciafone: Before this, it's kind of a guessing game, and it's an awful lot of, "I'm going to have to get back to you on that," and not being able to give the customer transparency into where we are in resolving an issue for them.

Trish Cox: So I think that the key, for me, with Pega technology is our ability to accelerate and to go faster. Pega allows us to deliver on robotics a lot more quickly than we might otherwise could have, has really been, to me, the game changer of how we accelerate on our vision.

Chris Ciafone: We have an awful lot of work ahead of us before we reach and achieve and realize future state, but we're not even in the game without Pega. That's not only a game changer within our organization, that begins to speak to competitive advantage in terms of the experience we deliver to our customers.

Announcer: Our world is constantly changing. Only Pega lets you build for change.


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