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Leverage AI and analytics for real-time insights, data-driven decisions, and organizational growth with our advanced capabilities.
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Intelligent Automation
Harness automation's power for efficient operations, from RPA to AI workflows, boosting productivity and fostering innovation.Enterprise Applications
We leverage market-leading enterprise applications to help you optimize operations, leverage cost advantages, transform customer experiences, and discover new value.Cloud, Infra & Digital Security
Build secure cloud infrastructures for scalable digital transformation, protecting your business from evolving cybersecurity threats.Digital Engineering
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Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
Leveraging the power of EDGE computing to revolutionize brewing operations
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Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
Leveraging the power of EDGE computing to revolutionize brewing operations
- CareersFeatured
Featured - AboutFeatured Marlabs Experience CenterHere's a sneak peek into the Marlabs Experience Center - A digital playground for our clients & colleagues where novel ideas come to life. Marlabs Data Ingestion FrameworkFind out why the Marlabs Data Ingestion Framework can serve as the backbone to your analytics structure by creating a single source of truth from disparate data sources.
- Solutions
Data & Analytics
Leverage AI and analytics for real-time insights, data-driven decisions, and organizational growth with our advanced capabilities.Intelligent Automation
Harness automation's power for efficient operations, from RPA to AI workflows, boosting productivity and fostering innovation.Enterprise Applications
We leverage market-leading enterprise applications to help you optimize operations, leverage cost advantages, transform customer experiences, and discover new value.Cloud, Infra & Digital Security
Build secure cloud infrastructures for scalable digital transformation, protecting your business from evolving cybersecurity threats.Digital Engineering
Drive digital transformation with tailored engineering solutions, delivering intuitive experiences and high-performance software for your business.Latest
Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
Leveraging the power of EDGE computing to revolutionize brewing operations
- ConsultingLatest
Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
Leveraging the power of EDGE computing to revolutionize brewing operations
- CareersFeatured Featured
- AboutFeatured Marlabs Experience CenterHere's a sneak peek into the Marlabs Experience Center - A digital playground for our clients & colleagues where novel ideas come to life. Marlabs Data Ingestion FrameworkFind out why the Marlabs Data Ingestion Framework can serve as the backbone to your analytics structure by creating a single source of truth from disparate data sources.
- Solutions
Data & Analytics
Leverage AI and analytics for real-time insights, data-driven decisions, and organizational growth with our advanced capabilities.Intelligent Automation
Harness automation's power for efficient operations, from RPA to AI workflows, boosting productivity and fostering innovation.Enterprise Applications
We leverage market-leading enterprise applications to help you optimize operations, leverage cost advantages, transform customer experiences, and discover new value.Cloud, Infra & Digital Security
Build secure cloud infrastructures for scalable digital transformation, protecting your business from evolving cybersecurity threats.Digital Engineering
Drive digital transformation with tailored engineering solutions, delivering intuitive experiences and high-performance software for your business.Latest
Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
Leveraging the power of EDGE computing to revolutionize brewing operations
- ConsultingLatest
Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
Leveraging the power of EDGE computing to revolutionize brewing operations
- CareersFeatured Featured
- AboutFeatured Marlabs Experience CenterHere's a sneak peek into the Marlabs Experience Center - A digital playground for our clients & colleagues where novel ideas come to life. Marlabs Data Ingestion FrameworkFind out why the Marlabs Data Ingestion Framework can serve as the backbone to your analytics structure by creating a single source of truth from disparate data sources.
- CareerFeatured
- AboutFeatured Marlabs Experience CenterHere's a sneak peek into the Marlabs Experience Center - A digital playground for our clients & colleagues where novel ideas come to life. Marlabs Data Ingestion FrameworkFind out why the Marlabs Data Ingestion Framework can serve as the backbone to your analytics structure by creating a single source of truth from disparate data sources.
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T
he rebuild and fortifying of a large healthcare payer’s contact center, which faced performance and reliability challenges ensured improved performance, resilience, and readiness for the future.
The Story
Introduction
In an increasingly competitive and digitally driven world, organizations must ensure that their customer engagement channels are resilient, efficient, and responsive. For a large healthcare payer in the United States, the contact center was a critical touchpoint for millions of customers, making its performance and reliability vital for its success. So, when a catastrophic outage left its 16,000 agents from over 140 locations unable to field tens of thousands of calls, the organization turned to Marlabs, a leader in digital transformation, to help rebuild and fortify its contact center operations.
Context: A Failing Contact Center in a Crucial Industry
The client, a Fortune 500 managed care enterprise, relied on its contact center as the primary communication, sales, and customer engagement channel. However, the contact center’s underlying technology and infrastructure were quietly deteriorating. This became evident in 2020 when the contact center experienced its most significant outage ever. Despite having a monitoring system, the client lacked a single source of truth for their data, and their IT teams spent considerable time manually processing information across disparate systems.
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Our Approach
The Marlabs Intervention: From Assessment to Implementation
Recognizing the need for a complete and holistic solution, Marlabs–as a consulting partner–initiated a comprehensive end-to-end assessment of the client’s contact center operations, identifying vulnerabilities and recommending improvements. Armed with renewed trust in Marlabs’ capabilities, the client invited the digital transformation leader to implement the recommendations and stabilize their contact center.
Stabilizing the Contact Center
Marlabs took on the role of general counsel in stabilizing the contact center, collaborating with multiple stakeholders such as cloud communications providers, telephone services providers, and software vendors. In addition, Marlabs conducted several load tests to ensure that the failure rate was significantly reduced, ensuring minimal failures and improved containment during open enrollment season, when call volumes increased by over 50%.
Establishing Proactive Monitoring
Marlabs leveraged its strengths in design-led innovation to create a holistic view of contact center performance by integrating monitoring systems from across the landscape. This new monitoring solution enabled the client to identify and resolve issues quickly, reducing response time from days to hours.
Building Future-Ready Competency
Marlabs developed thorough documentation across the product landscape to future-proof the contact center operations and enable comprehensive knowledge transfer. They also set up disaster recovery protocols for business continuity.
The Result
Outcomes: A Transformative Impact on Performance and Reliability
Marlabs’ intervention significantly improved the contact center’s performance and reliability, ensuring that the client was fully prepared to handle the high call volume expected during the open enrollment season. The benefits included:
- Reduced failure rates from ~40% to ~4%
- Increased IVR capacity by 287%
- Improved IVR containment to 14.5%
- Enhanced performance under heavy load
- Increased speed of response to detected incidents from days to hours
- Reduced call drops
- Optimized user experience with self-service and speech tuning
Ongoing Engagement: Building Trust and Driving Long-Term Resilience
After successfully completing the project’s first phase, Marlabs continues to work with the client to optimize their contact center further. In addition, they are enabling active standby for the contact center as part of a long-term resilience strategy, looking forward to delivering even higher value and solving more complex challenges in the future.
The Impact
The case of the large healthcare payer’s contact center serves as a compelling example of how digital transformation can significantly enhance an organization’s performance and resilience. Through its design-led thinking, curated human experience, and state-of-the-art innovation, Marlabs demonstrated its expertise in transforming critical business operations to serve customers better and ensure long-term success. The journey of this healthcare payer, with Marlabs as a trusted partner, highlights the importance of digital transformation and resilience in the face of ever-evolving challenges in today’s competitive landscape.
As a leader in digital transformation, Marlabs is committed to helping organizations like this healthcare payer overcome complex challenges and capitalize on emerging opportunities. With a proven track record of success and a forward-thinking approach, Marlabs continues to pave the way for enterprises seeking to build a strong, resilient, and future-ready foundation in an increasingly digital world.
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