Case Study | Healthcare
Modernizing Service Operations for Scalable Patient Support
Streamlining case management and service efficiency through customized ITSM and CSM enhancements to modernize health insurance operations.
Overview
A digital patient services provider struggled with an outdated ITSM system that restricted scalability and adaptability with evolving business requirements. 10Pearls designed a modernized service environment featuring a tailored customer service management (CSM) solution and a unified Agent Workspace that streamlined operations.
Enabled scalable growth
with a modernized service architecture
Accelerated service delivery
by unifying case workflows
Challenge
The patient services provider struggled with adapting and extending its IT service management (ITSM) system to match evolving business and operational requirements. The lack of a streamlined case management process slowed down agent productivity and created inconsistency in customer experience. Additionally, the organization needed a customized customer service management (CSM) solution that aligned with its service model while ensuring the system remained scalable for future enhancements.
Solution
10Pearls enhanced the provider’s service environment with new ITSM features, a custom CSM solution, and an optimized Agent Workspace. The unified system improved case management, accelerated resolution times, and boosted support quality. By reducing manual workloads and streamlining operations, it lowered costs, increased agent productivity, and strengthened customer satisfaction, driving retention and revenue growth.
Customer
Digital patient services platform
Services
Tech stack
- ServiceNow ITSM
- ServiceNow CSM
- ServiceNow Agent Workspace
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