Drive frictionless patient and member experiences

DCO Digital Customer Operations for Healthcare outcome graphics v4

Driving frictionless intelligent customer interactions across the healthcare ecosystem

Capgemini’s Intelligent Customer Operations for Healthcare (ICOH) solution puts patients at the center of your business to deliver a seamless and connected intelligent customer experience in the healthcare sector.

Our next-generation contact center service solution provides a digitally augmented, yet human-centric experience through a persona-influenced service design that integrates humans and technology. This enables you to drive more meaningful, emotive, and frictionless relationships with your patients, members, and healthcare professionals across the entire healthcare customer ecosystem.

DCO Reinventing customer experience in healthcareOur solution delivers enhanced business outcomes, including:

  • 98.5 quality scorecard rating for enrolments
  • 40% reduction in overall costs
  • 80% reduction in total transaction time
  • 35% improvement in accuracy by digitizing claims
  • 15% increase in Net Promoter Score.

Reinventing customer experience for the healthcare industry

Our Intelligent Customer Operations for Healthcare solution drives an enhanced intelligent customer experience for patients and members to deliver frictionless interaction transformation and operations excellence. In turn, this provides increased value:

For patients and members:

  • Enriched, personalized intelligent customer experience
  • Frictionless, omnichannel patient and member journey
  • Increased patient wellness

For prescribers and retailers:

  • Increased patient satisfaction scores
  • Enhanced patient engagement and member conversion
  • Increased operational efficiency

Delivering enhanced intelligent customer operations

Capgemini’s Intelligent Customer Operations for Healthcare solution drives frictionless customer interactions and synergies across your upstream and downstream process value chain. This helps you transition to – what we call – the Frictionless Enterprise.

The Frictionless Enterprise-blockchain for the supply chain

Contact Business Services

To learn more about how Capgemini’s Intelligent Customer Operations for Healthcare helps you deliver a superior, frictionless patient and member experience, contact:

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Digital Customer Operations for Healthcare (Life Sciences and Med-Tech focus)