MultiCare Health System wanted to develop a customer experience strategy that would transform patient experience. With West Monroe’s help, MultiCare not only created a compelling strategy that supports its mission; it equipped six key functional areas with metrics and tools for turning the strategy into reality. The results have been impressive.
459% improvement in calls answered in less than 45 seconds.
92% reduction in average speed of answer.
97% first-contact resolution rate—an 11% improvement.