Infographic created for Microsoft Services, telling the story of how Centene expanded operations while increasing client satisfaction by deploying Microsoft Dynamics CRM with support from Microsoft Services.

1. Centene expands operations while increasing client satisfaction
Centene is growing rapidly and needed
to provide its call center staff with
better tools to more effectively perform
their jobs and increase first-call
resolution and overall customer
satisfaction. Often, customer service
representatives (CSRs) would have to
access multiple systems to locate
information, which increased the
overall talk time per call.
With its Microsoft Services deployment, Centene
has improved productivity in recently-launched
call centers by 10 percent, reduced training time by
30 percent, driven business agility, and gained
business insight. Additionally, the company now
has a 360-degree view of member data, enabling
more effective customer service.
Working closely with Microsoft Services,
Centene deployed an initial rollout of
Microsoft Dynamics CRM to a test group
in only three months. They also rolled
out a pre-configured call center
template that supports call flow, reduces
clicks, and autocompletes fields when
employees access the organization’s
other systems, providing a single,
comprehensive view of patient data.
“By using Microsoft Dynamic CRM, we have
been able to redesign our new-hire training
program. Enhancements in system
navigation, process flow design, and screen
consolidation reduced the length of
new-hire training by 30 percent. That
translates into savings of thousands per
new-hire class.”
—Jennifer Weigand
Vice President of Member and Provider Solutions
Centene Corporation