The Challenges

Moving Outsourcing to In-sourcing 

 

  • RxSense outsourced 100% of their customer service and wanted to bring operations in-house for full control of the customer experience
  • They were also in the process of going live with a net-new business unit, with a timeline of only 8 weeks
  • They needed a solution with a quick time to implement that had breadth of innovation
  • Lastly, they needed an agile partner who could move quickly and had the depth of knowledge to make the project a success

 

The Solution

Configuration and Feature Architecture

 

  • AWS account creation with HIPPA-compliant development, QA, and production environments on Amazon Connect
  • Set-up of new corporate Active Directory, domains, and routing for a new facility, along with the entire enterprise
  • Self-service multi-lingual IVR for 3 business lines
  • Full skills-based ACD with extended reporting
  • Unified Agent Desktop integrating multiple back-end systems and pharmacy systems

 

The Results

8 weeks from scratch to full production

  • Went from project kick-off to live production traffic in 8 weeks of the full Amazon Connect solution
  • All production traffic migrated within one month following go-live
  • RxSense was ready to launch new business with in-house best in breed customer experience by two months go-live
  • TCO costs are below projections and beating target returns