Customer Service For The Digital Age
Project Overview
This leading California-based health provider’s mission is to protect the public's health in the Golden State and help shape positive health outcomes for individuals, families, and communities. With a commitment to developing programs that embrace new methods, this public health department works to enhance the value of both current and future prevention programs across the state. As it adapts to new ways of working, this leader in public health services works with a trusted partner to ensure customer service remains intact and that payment processes are what they should be: painless.
- Services
- Transformation
- Customer Interactions Services
- Business Process Transformation
- Industry
- Healthcare
Institutes programs that support every Californian and visitor
1 hours a day
7 days a week
Offers over
1 programs
to advance the well-being of California's diverse people and communities
Serves over
1 million
Californians across 58 countries
Facing the challenge of addressing an increased level of customer complaints due to a problematic volume of unanswered service calls, this public health provider turned to a trusted partner to boost efficiencies and integrate modern call-center technology.
Similarly, electronic claims and submissions suffered from overlooked and often cumbersome inefficiencies. Overall, old and outdated accounts were not converted into collection and account receivables issues mounted over time, costing the team hours and money.
The Outcome
Sutherland performed a detailed consulting project reviewing every business process in order to alleviate digital inefficiencies. As a result, Sutherland helped modernize the department’s digital capacities across the organization. In doing so, Sutherland vastly improved payment processes that were hurting its bottom line. The customer experience was equally elevated thanks to streamlined service calls and always-on support for those in need of critical health answers.
Meeting Customer Expectations
Customer service calls answered. Providing California the answers they need for healthcare inquiries
Collection Success
Increase in collection rates. Digital transformation resulting in higher, more efficient cash collections
Payment Processes Refined
Reduction in outstanding accounts receivable. Modernizing the approach to a critical business function
30+ years of work.
For over 30 years, we’ve worked closely with organizations that care deeply about the customer experience, including 120+ of the Fortune 1000 and global leaders in almost every major industry.
Reimagined smart home customer support.
TOP 3 MEDIA & COMMUNICATIONS PROVIDER
