Robotics CRM Implementation for Major Healthcare Client

Streamlining CSR Workflow: Enhancing Customer Service through API Integration and Automation

Business Problem

The business problem is that CSR's are facing a challenge when trying to complete the member's request, they have to navigate to multiple external applications beyond the base Solution Central BPM application. The reason for this is that not all functions are integrated with the base BPM application via API's. This repetitive task of navigating and carrying out steps in the external application adds to the mundanity of the job, and reduces the production time that CSR's can spend with the member online. This results in less efficient workflow and less time to interact with customers.

Business Solution

The Robotics team at Pronix has implemented Pega Robotics to bridge the gap between the base BPM application and external systems. By automating the login process and necessary steps required to complete a member request, Pega Robotics has increased efficiency and accuracy in the handling of member requests. This has resulted in a more streamlined process and improved customer satisfaction. Furthermore, Pega Robotics has also allowed for greater scalability and the ability to handle a higher volume of requests. Overall, the implementation of Pega Robotics has been a significant success for Healthcare company's Solution Central team, and has greatly benefited both the team and the company's members.

Technologies

The Robotics team at Pronix has implemented a solution to automate the login process and necessary steps required to complete a member request by utilizing a combination of Pega Robotic Automation Studio and Runtime version 7.1, 7.2 and 8.0, Source Tree, Jira, Sococo and Agile Methodology, C#, PL/SQL, Oracle, Toad, Windows Scheduler.
 
Pega Robotic Automation Studio and Runtime: The team used Pega Robotic Automation Studio to design and develop automation flows that simulate human interaction with the base BPM application and external systems. The automation flows were then deployed to Pega Robotic Runtime to execute the automation.
 
Source Tree and Jira: The team used Source Tree to manage the source code and version control of the automation flows. Jira was used to track and manage the development of automation flows, bugs, and feature requests.
 
Sococo and Agile Methodology: The team used Sococo as a virtual office space to collaborate and communicate with each other. The team also followed the Agile methodology to plan, implement, and test the automation flows in an iterative and incremental way.
 
C#, PL/SQL, Oracle, Toad: The team used C# to develop automation flows that interact with the external systems, PL/SQL to interact with the Oracle Database, and Toad to manage the Oracle Database.
 
Windows Scheduler: The team used Windows Scheduler to schedule the execution of automation flows at specific times.
 
Overall, the implementation of Pega Robotics has been a significant success for Healthcare company's Solution Central team, and has greatly benefited both the team and the company's members by increasing efficiency and accuracy in the handling of member requests. This has resulted in a more streamlined process and improved customer satisfaction. Furthermore, Pega Robotics has also allowed for greater scalability and the ability to handle a higher volume of requests.
 
Customer Success Outcomes:
As a result of implementing Pega Robotics, the Solution Central team at Healthcare company has experienced several customer success outcomes:
 
Increased Efficiency: By automating the login process and necessary steps required to complete a member request, the team has been able to handle a higher volume of requests with increased efficiency and accuracy.
 
Improved Customer Satisfaction: The streamlined process and increased efficiency have led to improved customer satisfaction, as requests are being handled more quickly and accurately.
 
Increased Scalability: Pega Robotics has enabled the team to handle a higher volume of requests, allowing for greater scalability.
 
Reduced Costs: Automating the login process and necessary steps required to complete a member request has reduced the time and resources required to handle requests, resulting in cost savings for the company.
 
Better Data Quality: Automation ensures that the data entered is accurate and complete, which leads to better data quality and the ability to make more informed decisions.
 
Reduction in human errors: Automating repetitive tasks eliminates the possibility of human errors, which improves the overall quality of the service provided to the customers.
 
Overall, the implementation of Pega Robotics has been a success for Healthcare company and its customers, providing a more efficient, accurate, and cost-effective way to handle member requests.
 

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