Health Insurance Company Raises Back Office Productivity with Intradiem   

For years, the pharmacy and claims teams of a leading health and wellness company used a traditional desktop analytics tool for day-to-day back office operations. But accumulated pockets of idle time among associates created a chronic drag on teamwide productivity. Due to the limits of the technology in use, supervisors were unable to effectively monitor time spent in unauthorized activity across the associates team. The company needed an alternative solution for identifying productivity bottlenecks and driving productivity improvements across the entire operation.

Results with Contact Center Automation

Leveraging Intradiem’s patented, one-of-a-kind software solution, the health and wellness company achieved significant improvements:

• Increased team productivity by 18.4% within nine months
• Reduced idle time per associate by over 14 hours a month
• Enhanced reporting quality, enabling targeted coaching and performance improvements
• Realized a 15.4X return on investment

By deploying Intradiem, the company not only optimized their back office operations but also significantly boosted employee morale and customer satisfaction.

Approach

This transformation was accomplished through a strategic implementation of Intradiem’s advanced features:

• Real-Time Monitoring: Intradiem’s solution monitors and aggregates data from internal systems to provide managers with continuous insights across the entire team.
• Custom-Crafted Prompts: The system alerts associates with tailored prompts to help them stay on track and resolve customer issues efficiently.
• Enhanced Reporting: The solution improves the quality of reporting, enabling managers to identify areas needing improvement and coach associates effectively.

About the Solution

Intradiem’s solution is unique due to its patented technology, designed to deliver unparalleled insights and automation capabilities for back office operations. Unlike traditional desktop analytics tools, Intradiem offers a proactive approach to managing productivity through real-time data aggregation and intelligent insights.

Intradiem ran a 15-day discovery process to collect baseline data to help reveal inefficiencies and identify associates’ real-time usage in specific non-work applications. The solution connects supervisors and associates to permit real-time communication. Automation makes it easier for supervisors to provide active support to associates and help turn idle time into productive time.

Key features include:

• Patented Technology: Intradiem’s unique, patented algorithms provide precise and actionable insights that drive productivity improvements.
• Real-Time Automation: Managers receive continuous updates on team performance, enabling them to identify and address productivity bottlenecks instantly.
• Comprehensive Reporting: The solution enhances the quality of reporting, allowing managers to pinpoint areas needing improvement and coach associates toward better performance.

The company achieved substantial operational improvements, highlighting Intradiem’s effectiveness in transforming back office productivity.