The client, a leading health plan provider in the US, prides itself on the development of innovations in the industry that help make affordable healthcare available, deliver incentives for illness prevention, and maximize the ability for physicians to care for their patients. With more than 400 pharmacies running on a decades-old legacy point-of-sale (POS) system, the operational and business challenges were signficant.
The client was using Oracle Siebel 8.2 CRM system, with approximately 150 customer support agents utilizing the Service Request module. Support agents could not retrieve accurate information quickly, making it difficult to provide the desired level and speed of customer service.
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