CRM: Department of Veterans Affairs

Challenge

The Health Revenue Center (HRC) within the Veteran’s Health Administration includes multiple call centers that support veterans with health benefits eligibility issues and billing statement inquiries, as well as supporting VA employees with certain human resources issues. The HRC must be responsive to veterans and also be able to quickly adapt in emergencies and amidst constantly changing requirements. In addition, Medicare Part D required the HRC be able to answer thousands of additional calls about an entirely new subject area.

Solution

Perficient implemented an operational Siebel CRM and electronic case management and oversight (ECMO) solution for several call centers within the HRC to capture, track, and respond to veteran benefit eligibility questions, requests, and cases. The Siebel tool provides a 360-degree view of veteran interaction and billing information and is used to record calls, track progress and ensure follow-up through a closed-loop process. Siebel also enables new issues to be set up and tracked so that the HRC is more adaptable and responsive. For example, the new Medicare Part D program required the HRC to track and respond to new questions using the Siebel’s flexible case types and knowledge base functions. Project tasks included requirements analysis, process improvement, software implementation, configuration, and training and deployment to support over 1.5 million calls a year to the HRC. The implementation enabled the HRC to retire a custom legacy application that previously tracked calls and enabled the phasing out of two other legacy systems.

Features Siebel provides a holistic view of veteran case data for management and agent visibility Flexibility for dynamic business changes, including crises and tracking new issues due to legislative changes Elimination of legacy systems	Benefits Reduced call times by more than 25% even with increased call load Improved veteran services Improved overall cycle times