Services
About Mphasis
A leading US-based provider of home healthcare equipment and related services, offering a comprehensive range of products and services for in-home care. Serving more than 2 million patients across the US through 275 branches and by deploying a multi-cloud hybrid environment, their mission is to improve the quality of life for patients at home.
THE REQUIREMENT
The client wanted to overcome the challenges of inadequate access to their services, and thereby improve customer experience, while enhancing efficiency and productivity. In a multi-vendor environment, they looked to eliminate system reliability issues in a proactive mode. Reducing their high operating costs to bring in positive revenue impact was also a major goal and ask.
The rapidly growing ‘care-at-home’ business has opened huge opportunities for healthcare services and equipment providers. However, this requires smart use of emerging technologies to enhance user experience and deliver improved efficiency and productivity gains.
Mphasis discovered good potential for the reduction of duplicate operations, false positives, and monitoring tool errors. We delivered a Generative AI-powered solution with the following interventions:
Our solution enabled the client to enhance customer experience, productivity, and efficiency in the following areas:
25-30% auto-resolution of tickets
20-30% reduction of tickets due to effective correlation
Up to 30% reduction in total cost of ownership
Significant enhancement in user experience through our NLP and cognitive solutions