Client
Healthcare service provider
Industry
Healthcare
Primary goal
Transformation of customer onboarding
Technologies
Salesforce Platform Agentforce agents
Make routine customer onboarding effortless
For healthcare service providers, speed and accuracy in onboarding new customers can be critical — not only for business growth, but also for supporting timely patient care. Recognizing the opportunity to streamline operations and improve customer experience, a leading healthcare services company partnered with KPMG in the US to reimagine the onboarding journey by leveraging AI-driven automation and turning a slow, manual process into a seamless, user-centric experience.
Client transformation journey
- Before
- During
- After
Inefficient, time-consuming customer onboarding processes
A leading healthcare services company in the US provides medical supplies and pharmaceutical services to healthcare providers to support patient care and efficient operations. However, the customer onboarding process created inefficient administrative, financial and technical hurdles that sales representatives had to resolve.
A seamless, user-centric digital experience built on AI
KPMG in the US collaborated with the client to transform the customer onboarding process through a bold 3-1-0 initiative launched in 90 days: 3 minutes to complete an application, 1 minute to process it, with 0 human intervention required. Modular AI agents were deployed for fraud detection, sentiment analysis, dynamic knowledge retrieval and personalized onboarding.
Agents streamline onboarding
AI-powered onboarding reduced the average completion time to five minutes, increased daily applications by 53 percent, and boosted submission rates by 120 percent. Sixty-seven percent of license verifications are now automated, helping to drive compliance and eliminating manual errors.
Seventy-two percent of manual work has been eliminated, allowing staff to focus on value-added tasks, such as licensing and credit checks.
How we make the difference
KPMG in the US helped transform the healthcare organization’s customer onboarding processes with autonomous “teammates” that are improving customer experiences, increasing efficiency and enabling employees to contribute to high-value work.
If you’re considering the next step in your own business transformation, please reach out to us to explore the opportunities and solutions that may be right for your customers and your organization.
KPMG. Make the difference.
Meet the team
Some of the imagery/videos were developed with support of AI technology.
Make the Difference with KPMG
At KPMG, what sets us apart isn't just what we do, it's how we do it.
We’re leveraging deep expertise and innovative technology to turn insights into opportunity and move business and innovation forward, placing human connections at the center.
Together, we make the difference.