What is the BIU Project?
Posted: Sun Dec 22, 2024 5:41 am
BIU is a modular management project developed by Unimed Palmas with the aim of improving the quality of management in all aspects of the business, including digital service – and that's where Digisac came in.
Thus, the acronym BIU represents “Business Intelligence Unimed”, reflecting the numbers in korea focus on business intelligence to optimize processes and results.
Current results
With continued analysis and continuous improvements, the results in April 2024 were impressive:
Therefore, even with the voluntary departure of six employees and a 20% increase in the number of calls, Unimed Palmas managed to improve efficiency and maintain a high standard of service.
Opportunities
Unimed Palmas is already in the process of integrating Artificial Intelligence (AI) into its customer service, aiming to make triage even more efficient and optimize customer waiting times. This way, AI will provide the customer service team with the prior information needed to complete the service with excellence.
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BIU Project Details
Firstly, in the initial version of BIU, we managed to reduce the average service time from 2h 54min to 2h 10min, even facing several complicated variables.
This initial phase was fundamental, because it is necessary to identify critical points and establish a solid base for future improvements.
Thus, with the remodeling of BIU version 2.0, the paradigm shift was significant. The average first wait time dropped drastically from 1h 9min to just 9min. The average wait time was reduced from 29min to 7min, while the average call time dropped to a range of 45min to 1h 15min, depending on the flow.
Thus, the acronym BIU represents “Business Intelligence Unimed”, reflecting the numbers in korea focus on business intelligence to optimize processes and results.
Current results
With continued analysis and continuous improvements, the results in April 2024 were impressive:
Therefore, even with the voluntary departure of six employees and a 20% increase in the number of calls, Unimed Palmas managed to improve efficiency and maintain a high standard of service.
Opportunities
Unimed Palmas is already in the process of integrating Artificial Intelligence (AI) into its customer service, aiming to make triage even more efficient and optimize customer waiting times. This way, AI will provide the customer service team with the prior information needed to complete the service with excellence.
READ ALSO
*XP Top 1: see how InvestSmart achieved this result
*Missão Rio Grande do Sul: learn about the SAS Brasil project, a Digisac client
BIU Project Details
Firstly, in the initial version of BIU, we managed to reduce the average service time from 2h 54min to 2h 10min, even facing several complicated variables.
This initial phase was fundamental, because it is necessary to identify critical points and establish a solid base for future improvements.
Thus, with the remodeling of BIU version 2.0, the paradigm shift was significant. The average first wait time dropped drastically from 1h 9min to just 9min. The average wait time was reduced from 29min to 7min, while the average call time dropped to a range of 45min to 1h 15min, depending on the flow.