Sky Solutions

Delivering Game-changing Performance for Healthcare Call Centers

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Overview

Sky Solutions supported a large American medical laboratory on a critical project to improve the performance of their customer care application.  The organization is a leading provider of diagnostic information services, with call centers operating 24/7.

Goal

The client had developed an in-house Customer Care application on the Pega platform. To support scalability, it needed to improve application performance. In addition, it required access for more customer care agents to handle increased call volumes driven by growing demand.

Challenge

The Customer Care application experienced significant performance issues, which increased call-handling times and customer waiting times. This impacted customer satisfaction. Unless these issues were resolved, the organization could not grant access to additional customer care agents, as adding users caused application crashes and downtime. These challenges ultimately resulted in customer dissatisfaction and lost revenue.

Solution

Sky Solutions provided deep expertise on the Pega platform to address issues across all layers, including architecture, application design, environment and server configuration, and database performance. The team analyzed all integration points to identify opportunities for optimization. As a Pega Partner specializing in delivery, with over a decade of experience on the platform, Sky Solutions was able to quickly identify and remediate the root causes.

Technologies/Methodologies

  • Low-code development 
  • Agile development
  • Pega

Outcome

Sky Solutions’ performance tuning and application enhancements stabilized and scaled the Customer Care application, delivering measurable performance improvements and cost savings. Key outcomes included:
  • Improved application stability, enabling the addition of 150 customer care agents— a 20% increase, without performance degradation
  • Reduced call-handling and wait times, and improved satisfaction for both agents and customers
  • Reduction of production ticket volume to zero
  • Significant cost savings for the organization
  • Increased confidence in the Pega platform to support future growth