Healthcare Industry
Customer Experience & Service Delivery
Transforming customer service operations to improve service consistency while reducing operational cost.
The Challenge
A leading healthcare organization needed to provide members with cost-effective plans while maintaining high levels of customer service in an increasingly competitive market. However, the existing customer service structure had become inefficient and costly, leading to inconsistent service delivery and limited ability to provide proactive, consultative support.
Key challenges included:
Inefficient and fragmented customer service workgroup structures across the organization
High operational costs associated with the existing support model
Inconsistent member experience across service channels and teams
- The need to consolidate customer service functions while maintaining high-quality member support
The Strategy
The Northridge Group partnered with leadership to evaluate the current service model and identify opportunities to streamline operations while improving the member experience.
The strategy focused on:
Assessing the existing customer service workgroup structure across all levels of support
Evaluating client and member needs through a customer experience lens
Identifying opportunities to consolidate service teams and simplify workflows
Designing a phased transformation approach to improve service delivery and reduce cost
The Execution
NRG conducted a comprehensive review of the organization’s service operations, including structure, processes, and supporting tools.
Key execution steps included:
Analyzing customer service workgroups and operational performance across teams
Conducting side-by-side reviews of service processes and supporting tools
Evaluating member requirements and expectations to inform service design
Facilitating working sessions with leadership to align on future-state service models and implementation considerations
The Impact
The engagement delivered a clear roadmap for restructuring the customer service organization to improve operational efficiency and service consistency.
Outcomes included:
A detailed evaluation of the existing customer service workgroup structure
A phased transformation plan for consolidating service operations
Transition planning considerations and dependency mapping
Recommendations for overlay programs to support the new service model
$7M in annualized operational savings through improved service delivery design
experience + excellence
Let’s Talk About Your Organization
Healthcare organizations facing rapid growth must ensure workforce strategy, operational capacity, and real estate planning evolve together. If your organization is navigating similar challenges, we would welcome the opportunity to connect.
