Case Study: Large healthcare provider prevents $86K in annual opportunity cost with Quantum Metric
Key results
The challenge
A major national healthcare provider faced high contact-center call volumes stemming from a broken digital experience. Existing analytics could not detect silent failures, features that broke without error codes, leaving members frustrated and the team unable to see the issues.
The solution
Using Quantum Metric's Data Enrichment to link contact-center calls with user sessions, combined with Felix AI digital analysis, the team found that the 'Email a pharmacist' form was failing to submit 73% of the time. Connecting member frustration to call-center spikes let them prioritize and deploy a fix quickly.
The results, in context
The provider prevented $86K in annual opportunity cost by eliminating the friction and reducing unnecessary contact-center calls. The 'Email a pharmacist' form had been failing 73% of the time, and the team identified and fixed the issue in under seven days. Figures are as published on Quantum Metric's healthcare case-study page.