TURBOCHARGING TOP LINE GROWTH
CUSTOMER STRATEGY & EXPERIENCE - Nashville, TN
RESULTS
Establishing Change Healthcare as a leader with a world class customer care organization and experience
Transform the experience to one that is elegant, consistent, transparent and delightful
Simplify the IT application portfolio and build a scalable and flexible platform for customer support
Evaluate a growth business for customer support to introduce analytics as a service
CHALLENGES
YOY growth has flattened
Customer support model is inconsistent and antiquated
Customer experience is siloed, slow, and inconsistent
Competitors could leapfrog Change Healthcare in terms of service and support