Story
HubSpot
CignaCigna Modernizes Case Handling with HubSpot
Cigna, a health care organization in the United States, uses HubSpot CRM from HubSpot to support customer service operations for agents and team leads.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for case handling |
| Capability | Customer service operations stays visible to adjacent teams through HubSpot CRM |
| Capability | Agents and team leads work from the same HubSpot CRM record for case handling |
Story
Cigna grew case handling faster than the local tools around it. From the United States, health care teams still had to serve customers and internal partners who expected a straight answer. Agents and team leads were the ones stitching the picture together by hand.
Rolling out HubSpot CRM put customer service operations on HubSpot. HubSpot is a customer platform that combines CRM, marketing, sales, and service tools for growing companies. Cigna keeps the product in the path where work already happens, so agents and team leads do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer service operations. Case handling is easier to inspect, and adjacent groups can join agents and team leads without a guided tour of someone's desktop.
