Virtusa and the dental insurance company implemented a comprehensive solution that transformed the A&G processes across multiple lines of business — Medicare, Medicaid, and commercial.
A&G operations moved to a new platform enabling legacy operations modernized and integrate with all other enterprise applications. Virtusa’s solution:
- Created intent-driven case workflows and managed cases through a regulatory SLA perspective.
- Unified all intake channels, including the website hosted in Pega.
- Skill-based auto-routing of cases using automatic alerts and escalation workflows for managers.
- Fully automated outbound correspondences via email and mail which integrate with 3rd party print vendors.
- Integrated with enterprise apps for data consumption and sharing.
- Improved reporting with interactive dashboards to help users visualize real-time inventory status and team management.