Teachers Health is one of Australia’s largest private health insurers, providing a wide range of health and wellbeing products and services to over 360,000 members.
The customer required a solution that actively managed service requests and escalated based on the service levels promised to the members.
Within two weeks of the solution’s implementation, there was an immediate SLA improvement of 30%. Since all service requests were now being captured and classified, it was also noticed that the service requests had increased by 10%.
80% SLA was achieved within 6 weeks of implementation and service request volumes had started normalising during daily processing, indicating stabilised operational control.
