Digital Transformation of a Top Pharmacy Benefit Manager
Our customer faced several challenges including low member engagement across channels, low STAR rating, unavailability of scalable infrastructure and larger volume of calls resulting in high operations cost. To meet the ever-changing healthcare and pharma regulatory needs, rising consumerism trends, technology advancement and to address its key challenges, the customer launched a digital transformation initiative.
Hexaware helped in reimagining Medicare user experience, using a powerful set of data driven technology platforms. An ultimate customer experience was delivered to their end users, by designing integration points from the PBM platform, to easily connect with all digital touchpoints (smart-phone, smart-watch, tablet apps, Amazon Alexa and other chatbots) which enabled seamless omni-channel, anytime, anywhere experience. The client was able to successfully leverage digitalization to drive greater value to all its stakeholders. The solution helped in achieving significant cost reduction while improving customer engagement.