Virtusa helps a leading US health insurance provider to significantly reduce the call handling time (AHT) by 20% for a major customer service application

Virtusa implemented its Recon, Refactor, Replatform (Triple R) methodology to upgrade the Pega platform and re-engineer the legacy applications for a leading US health insurance provider. The client’s customer service engagement depended on a disparate legacy system that was unable to address the increasing demand for timely resolution of customer issues. As a result, the client experienced a low customer satisfaction score and reduced operational efficiency. Virtusa’s integrated solution upgraded the legacy platform and re-engineered an end-to-end customer relationship management system to help the client gain 25% higher operational efficiency.

  • The Challenge

    The customer was facing multiple issues with its customer service application and this was mainly due to the performance bottlenecks in the application.

    The frequent outages due to memory consumption issues and heavy dependency on legacy browser impacted critical business services and caused a great deal of customer dissatisfaction. As a result, to maintain these applications and to build similar components across applications, the recurring costs increased for the client.

  • The Solution

    Virtusa leveraged its unique Recon, Refactor, and Replatform (Triple R) methodology to upgrade the client’s existing system to Pega 7.3.1, and using a co-existence approach, ensured a seamless rollout.

    To address the browser dependency, Virtusa introduced Pega Robotics as a browser-independent fucntionality to deply more than 30 RPA programs. The Pega Call Concept of Pega 7.3.1 was also used to deprecate the legacy browser. We further deployed reusable components across the client’s application landscape to improve RoI and time-to-market for future application enhancements and upgrades. Finally, we were able to address the CX problem with the help of Pega Cosmos Design system for consistent visual appeal and enhanced user experience.

  • The Benefit

    With a new, agile system in place, the client started realizing benefits early on. Service agents had access to information without delays, and along with automated tasks, reduced the average call handling, paving the way for higher customer satsifaction. The CSAT scores improved proving that the new system along with improved capabilities made an immediate impact on the client’s goals. Higher system stability was achieved by decoupling the WDE browser in return for fewer memory leaks and browser crashes.

    Key benefits we delivered include:

    • 30% improvement in CSAT
    • 20% reduced average handling time
    • 25% higher operational efficiency
    • 15% increase in SUS Score Assessment by the UX team

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