CHCG Case Study

Optimizing the Healthcare Contact Center for Results

CH Consulting Group partnered with a pharmaceutical company to optimize their healthcare contact center’s performance and reduce operating expenses.

82% of patients

Voted Customer Service Most Important When Choosing Care

$15.5 million

WFM Reduction Savings Over Three Year Timeframe

$1.2 million

Saved Over a Three Year Timeframe Due to Technology Updates

CASE STUDY DETAILS

Project Summary:

CH Consulting Group helped a pharmaceutical company optimize their healthcare contact center’s performance and reduce operating expenses by identifying areas for improvement, implementing industry best practices, and updating contact center technology and processes.

CASE STUDY DETAILS

Project Challenges:

PLAN OF ACTION

Project Solution:

CH Consulting Group outlined how technology optimization and/or investment in new technology could help move the company from the current state to a desired future state that would support growth.

PLAN OF ACTION

Project Solution

THE OUTCOME

Project Results

CHCG implemented all recommended changes and the company experienced the following results: