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Introduction

This enterprise cases study explores the deployment of new customer service capabilities at a major US health insurer.

Highlights

  • Contact centers are often prevented from reaching maximum productivity, due in part to fragmented data handling processes and internal silos. Health insurance provider CareFirst faced this issue until one of its service departments used Salesforce's Service Cloud platform to overhaul its operations.

Features and Benefits

  • Evaluate the evolving customer service requirements faced by B2C businesses today.
  • Understand how technology was applied to meet the challenges faced.

Key questions answered

  • What features were deemed most valuable in the selected customer service solution?
  • How did the organization benefit from rolling out new capabilities to its customer service organization?

Table of contents

Appendix

  • Author

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