The Center for Medicaid and Medicare Services’s Office of External Affairs and Beneficiary Services (CMS OBEAS) focuses on providing beneficiary services to and communication with Medicare and Medicaid recipients. As part of their mission, they maintain a contact center data warehouse that contains all beneficiary interactions with the agency, including phone calls, website queries, emails and online chats. They regularly analyze and evaluate massive amounts of data (over 100,000 interactions per day) in order to maintain a high level of beneficiary communications and services.
CMS was challenged with a large problem common to many contact centers: many of its key user groups were not able to access or analyze beneficiary information that would help improve communications.
While the data warehouse was collecting large amounts of useful information, CMS was challenged with a large problem common to many contact centers: many of its key user groups were not able to access or analyze beneficiary information that would help improve communications. Additionally, the data warehouse itself suffered from performance issues that negatively impacted its efficiency and reliability. To solve these challenges, CMS turned to Qlarion due to its expertise with business intelligence solutions, particularly with complex, massive data warehouse and reporting requirements.
Stabilizing a failing data warehouse ensures continuity of operations
The first, and most critical, step for Qlarion was stabilizing the complex, large-scale data warehouse that had been difficult for previous vendors to manage. Once this phase was complete, the team was able to shift to other, more analytical, tasks.
Enable quicker user access to contact database
Prior to Qlarion’s work with the contact data warehouse, users were not able to access the data warehouse itself, and relied on the development team to run complex queries, which might take 10-12 hours per query. Qlarion improved efficiency and beneficiary response time by enabling self-service for the 200+ users. By enabling user self-service, time to receive reports on CMS beneficiary interactions were cut to 4 hours or less.
Improve report relevancy for effective access to important beneficiary interactions
Previously, hundreds of reports related to beneficiary interactions with CMS had been created but were not be used. This created confusion among users. With CMS, the Qlarion team identified the most relevant and valuable reports and consolidated the reports. Now, relevant information can be accessed by users quickly and effectively.