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Health Care Organization Improves Customer Service
Introduction
A leading provider of health care benefits needed to present information in an online format to provide customer service representatives easy access to commonly asked questions. They wanted to improve information organization in order to reduce
- the amount of wait time per call
- consistency in message delivery, and
- overall call duration.
Challenges
In order to achieve their goals, they needed a way to
- structure the content
- provide a standard for the content
- create the navigation to allow easy access to the most used content
- identify the technical constraints for the online presentation.
Solution
Information Mapping, Inc. worked with this organization to help them achieve their goals by
- developing the information and navigation architectures for an online environment that is
- easy to use,
- intuitive and user focused
- identifying standards for content development
- mentoring the team through the process.
Results
With the assistance of Information Mapping, this organization rolled out their new customer service online information and tested it against their old information system. The testing showed the new online organization of information
- decreased information access time by 54%
- improved information retrieval accuracy from 86% to 100%, and
- reduced the number of questions from 13.1% to 0%.
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