Case Studies

The healthcare company experiences a heavy amount of traffic to their call centers – over seven million calls annually. To complicate things further, the healthcare company receives calls from Americans in 11 states, and each state has service level agreements for calls. For example, the service level agreements could be that the call has to last 10 minutes, the customer will get a response within 2 hours, or a resolution in 7 days. The healthcare company’s current database and reporting systems were not meeting their business needs. This made the customer service representative’s job at the call center very difficult because they were unable to access data proficiently. To provide more efficient customer service and improved customer satisfaction, the healthcare company needed a solution to better track and evaluate the annual calls from each state.

The healthcare company contracted Ironworks in the roles of project management, business intelligence, architecture design, and development in all phases of the data warehouse development life cycle for their call center business intelligence initiative.

The Ironworks final solution included the following highlights:

• RDBMS data warehouse database designed using the Kimball dimensional modeling methodology
• Extract, Transform, and Load processes (Integration Services) to populate the data warehouse on a daily basis from the ODS (Operational Data Store)
• Multiple OLAP cubes (Analysis Services)
• PerformancePoint Server Dashboards
• Highly interactive reports (Reporting Services)

After replacing the healthcare company’s legacy system with new reports, dashboards and a data warehouse, the healthcare company experienced significant benefits to their call center system, including the following results:

• Ability for customer service representatives to access client data quickly and efficiently - shorter time waiting for system to process;
• A better overall customer experience for the callers - shorter wait times and detailed answers to questions;
• A scalable environment to meet the current service level agreements for each of the 11 states; and
• A measurable solution that can be tested in other business areas across the company to deliver similar improvements.