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CASE STUDY

Regional Health Plan: Member-Services CSM Across 2.4M Members

A regional health plan rolled out CSM for member services across 2.4M members. Inquiry-resolution time down 38%; CMS Star Rating improved 1 point.

May 9, 2026 · 2 min read · By admin
At a glance
38% CHANGE
Industry
Healthcare
Topics
CSM · Servicenow
Published
May 2026
Headline outcome
38% Inquiry-resolution time: down 38%

Measured outcomes

What this programme actually delivered.

38%

Inquiry-resolution time: down 38%

+1

CMS Star Rating: +1 point

+22

Member NPS: +22 points

2.4

2.4M members on unified service platform

The challenge

A regional health plan’s 2.4M members had inquiries handled across 6 separate systems. Inquiry-resolution times were lagging peers; CMS Star Rating was at risk.

What we built

Unified CSM with HIPAA-compliant routing. Cross-domain context (member benefits, claims, provider, pharmacy). Real-time CMS-metric dashboards.

Outcomes

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