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Healthcare Provider Optimizes Call Center by Using CRM Solution, Improves Service

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Executive Summary

Centene Corporation provides managed care and specialty healthcare in the United States. Coinciding with recent expansion, company leaders at Centene wanted to drive operational efficiencies and achieve new levels of business insight through IT. To do so, the company replaced its legacy call center solution - used primarily for call documentation - with the more robust and flexible Microsoft Dynamics CRM. With the new solution in place, the company can support all member and provider service activities while collecting data related to those activities in a single database, helping to manage customer expectations and proactive outreach, thus improving overall customer service.

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