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One of the nation's leading diversified health care benefits companies serves approximately 37.2 million people with information and resources to help them make better informed decisions about their health care. They offer a broad range of traditional and consumer-directed health insurance products and related services, including medical, pharmacy, dental, behavioral health, group life and disability plans. Customers include employer groups, individuals, college students, part-time and hourly workers, health plans, governmental units, government-sponsored plans, labor groups and expatriates.
They wanted to know where and why customers were transferring to live agent support and what could be done to shorten the time it took to submit a prescription refill in the system. In search of a clear, quantifiable picture of customer behavior and an understanding of the customer experience, the company turned to ClickFox Customer Experience Analytics to understand the application pain points and analyze how customers were moving through the automated Prescription Refill and Order Status processes. ClickFox created a customer traversal model and visual mapping, populated by customer data, showing exact movement through the application by customer segment, and actions taken before, during and after each point in the process, revealing at what specific points customers experienced problems and why.