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Intelligent Customer Operations for Healthcare
Intelligent Business Operations

Intelligent Customer Operations for Healthcare

Drive frictionless patient and member experiences

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ICO for Healthcare

Driving frictionless customer interactions across the healthcare ecosystem

Capgemini’s Intelligent Customer Operations for Healthcare solution puts the patient at the center of your business to deliver a seamless and connected digital health experience.

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 customer relationships with your patients and healthcare professionals across the entire healthcare customer ecosystem.:

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

Point of view

Reinventing customer experience in healthcare
Innovation nation

Innovation Nation | Autumn 2021

About authors

Anjali Pendlebury-Green

Executive Vice President, Head of Europe (North Central), Capgemini’s Business Services
Anjali is the Head of Capgemini Business Services for North Europe. She supports large enterprises optimize their operations and build connections between Digital, Technology and Business Outcomes. Anjali has clear POVs on deploying digital and AI to deliver the right balance between Human and Technology effort. Anjali is also a member of the Capgemini Business Services Executive Leadership.

Scott Manghillis

Business Transformation Manager
Scott Manghillis helps clients transform their technology into digital, omnichannel, personalized solutions.