Healthcare Call-Center Modernization
Rescuing a distressed global program
and rebuilding the team behind it
THE SITUATION
A GLOBAL CALL-CENTER REPLACEMENT WAS BEHIND SCHEDULE, OVER BUDGET AND LOSING ITS PEOPLE
An enterprise-wide technology program was replacing a large healthcare organization’s legacy call-center systems, used globally to support more than 90 business units and in excess of 60,000 service agents. The program was distressed: behind schedule, over budget, and carried by a global team of more than 800 people who felt pressured, disheartened and unsuccessful.
After reorganizing the program and rebuilding its leadership team, the client needed a partner to execute the recovery.
RESULTS | TRUST RESTORED
· 22% increase in employee engagement scores.
· 4.7 out of 5 employee satisfaction.
· 39,000 users migrated, including 4,000+ through a new express migration in the first year.
WHAT WE DID
FIVE PRIORITIES FOR RECOVERY
Streamlined deployment processes and quality assurance
Re-aligned and reallocated resources for issue tracking and resolution
Developed an express platform for onboarding
Developed new peak-season processes and communication protocols
Improved the team’s culture and leadership
OUTCOMES
FROM DISTRESSED PROGRAM TO GOLD STANDARD
Rebuilt trust with the business units the program served
Employee engagement scores increased by 22%
Employee satisfaction rose to 4.7 out of 5
39,000 users migrated successfully
The peak-season redesign became the business-as-usual gold standard
“It was a prototypical ‘changing the engine on the bus while driving down the highway’ project. From initial strategy through final execution Digineer provided the glue and the grease that kept the gears turning and helped us deliver a significant win.”
CIO, Healthcare Corporation
Capability: Transformation & Value Management · Industry: Healthcare Providers
DIGINEER