%20(1).webp)
.png)
Services Performed
Salesforce Implementation
Service Cloud Implementation
Salesforce Integration
Email-to-Case Configuration
Process Automation
Analytics/Dashboard Development
Product Services
Salesforce Service Cloud
Results
improvement in agent productivity
reduction in manual case reassignment
improvement in average case resolution time
reduction in first response time
Challenges
Modernizing legacy support systems made it difficult to deliver responsive, consistent service at scale. Without a more flexible case management environment, Anthem faced several operational challenges:
- Legacy email support was tightly integrated with security infrastructure, making modernization complex
- Support managers manually reviewed and reassigned cases across queues, limiting operational efficiency
- Agents navigated multiple systems because the support interface could not adapt to different case types
- Updating agent skill assignments across multiple systems limited staffing flexibility
Solutions
Anthem modernized its member support environment with Salesforce Service Cloud, automating case management and giving teams greater visibility into service operations.
- Customized Service Cloud: Tailored consoles, automation, knowledge articles, and case categorization to support efficient member service
- Email-to-Case Automation: Configured email-to-case functionality for more than 100 customer support email IDs
- Intelligent Case Routing: Automated case queues based on priority to improve response times and workload distribution
- Agent Skill Management: Implemented a custom console to simplify skill assignments and staffing decisions
- Real-Time Reporting: Delivered dashboards to monitor case SLAs, KPIs, and operational performance
Results
With Salesforce Service Cloud, Anthem strengthened support performance at scale, helping teams adapt to changing demands and consistently meet case resolution goals.
- Case Management: Routed cases by priority and agent skill set to reduce delays and improve response time
- Flexible Queue Management: Enabled support managers to quickly shift agents to high-volume queues as service demands changed
- Consistent Service Performance: Helped support teams consistently meet key case resolution KPIs
- Agent Productivity: Centralized case information reduced the need to navigate multiple systems during member interactions
- Real-Time Insights: Equipped leadership with real-time dashboards and reporting to track critical metrics and demonstrate ROI
Industry
Insurance
Staff / Size
2,000+
Headquarters
Indianapolis, IN
Anthem is a leading health benefits company focused on improving lives, strengthening communities, and making healthcare simpler. Its affiliated companies serve over 100 million people, including nearly 47 million within its family of health plans.
Client Success Stories
All Stories
