Improving End-to-End Member Portal Experience​

A specialty insurance company heard its members express a desire to change or cancel policies online, but they were unable to easily do so inside the member-facing portal. Plus, the manual alternative process was burdensome. In order to remove this point of friction and improve their overall portal experience, the organization turned to Authenticx for guiding insights.​

Authenticx in Action  

Using the Authenticx platform and proprietary machine learning models, the Authenticx team surfaced insights around challenges members were having in navigating the website and portal. The Authenticx team also discovered that customer service representatives were using inconsistent nomenclature in referencing the portal, thus driving confusion.   ​

After using these Authenticx customer insights to visualize the scope and intricacies of the issue, the organization developed a policy-cancellation mechanism in the member portal. They also changed the nomenclature around the portal, simplified its name, and provided updated scripts to make it easier for agents to explain the system to members.​​

Results  

With these updates and process changes in place, the organization is now able to process cancellations entirely within the portal — they no longer need to sift through email requests for cancellations and policy changes. ​This process change represents hundreds of hours — and thousands of dollars — saved in agent efficiency per month.​

In addition to this internal efficiency, the changes also brought tangible customer experience outcomes: customer service representatives are more easily able to explain the portal to members, saving time on calls and delivering more immediate results.​

See Authenticx in Action

Learn more about how Authenticx analyzes customer conversations to surface recurring trends in this two-minute video.

About Authenticx

Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.

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