Case Study
Healthcare Insurance Workforce Management Cleanup
$1.15M in Annual Savings for a National Health Insurance Provider
+$1.15 Million
Total Run-Rate Impact Annually
35%
Reduction of In-House WFM Team
+$500 K
Produced in Annual Savings
CASE STUDY DETAILS
Project Summary:
Knowledge Rhino was engaged to stabilize volatile service levels and reduce escalating costs. In just six weeks, we built a practical reporting and analytics platform that exposed hidden inefficiencies, gave leaders real-time visibility, and aligned Finance, Operations, and WFM around a single version of truth.
The results were immediate and lasting: a 35% reduction in the internal WFM team delivered $500K in annual savings, outsourced vendor optimization added $350K, and analytics-driven staffing improvements contributed another $300K+. Now a long-term managed services partnership, the client sustains more than $1.15M in yearly value with stronger performance and faster decisions.
CASE STUDY DETAILS
The Challenge:
- Sparse and lagging data that masked day-to-day performance issues and outliers.
- Incomplete forecasting and weak schedule discipline, with intraday fixes handled ad hoc.
- No single source of truth, leading Finance, Operations, and WFM to work from conflicting numbers.
- Executives lacked visibility into how inefficiencies translated into real financial impact.
- Rising service volatility and labor costs without a sustainable operating model in place.
PLAN OF ACTION
Project Solution:
Knowledge Rhino implemented a practical reporting and analytics platform that delivered real-time visibility into interval performance and outliers. Forecasting and scheduling processes were standardized, ensuring demand was reconciled to schedules and intraday recovery became disciplined. A single KPI glossary aligned Finance, Operations, and WFM on one version of truth. Outlier reporting and coaching tools transformed data into actionable improvements, while ongoing managed services maintained the cadence. This solution stabilized service levels, reduced inefficiencies, and unlocked over $1.15M in annual savings.
THE OUTCOME
New Initiatives:
- Daily real-time dashboards for interval-level performance and outlier detection
- Standardized forecasting, scheduling, and intraday recovery processes
- Unified KPI glossary ensuring Finance, Operations, and WFM alignment
- Outlier-driven coaching with direct call examples for supervisors
- Ongoing managed services for forecasting, scheduling, and reporting pipeline maintenance
- Roadmap expansion into speech analytics, back-office workflow visibility, and cross-skill scheduling
THE OUTCOME
Project Results:
Over a 6-week assessment and transition to managed services:
- Reduced internal WFM headcount by 35% while improving accuracy and execution
- Delivered $500,000+ in annual savings through right-sized workforce planning
- Optimized outsourced vendor model, producing $350,000 in additional savings
- Analytics-driven staffing improvements unlocked $300,000+ more in yearly value
- Provided real-time interval dashboards for SL, ASA, AHT, shrink, and occupancy
- Established standardized forecasting, scheduling, and intraday recovery cadence
- Enabled Finance, Operations, and WFM to align on a single version of truth
- Sustained run-rate impact exceeding $1.15M annually