How Aetna reclaimed 8 hours a day with smart Case routing.

Problem

Eight hours a day just to assign Cases?

Aetna, a top U.S. health insurance provider, had Service teams spread across five global locations. These teams were focused on helping customers with everything from benefit setup to issue resolution - but they were being dragged down by manual Case assignment.

Each day, a manager or supervisor on every team spent up to eight hours just assigning Cases. It was a massive time drain, and things still slipped through the cracks; Cases sometimes ended up with the wrong person, and keeping related cases with the same agent was nearly impossible. One thing was clear,  their process needed a serious upgrade.

Each day, a manager or supervisor on every team spent up to eight hours just assigning Cases.

Solution

Aetna cuts manual work with smart Case routing.

To streamline Aetna’s Service Cloud setup, Distribution Engine was brought in as part of a broader Accenture-led transformation project. Once in place, it took the heavy lifting out of Case assignment, automating the process and matching Cases to available agents based on their working hours and location.

Cases are now routed intelligently using multiple criteria like account region, product, Case origin, and type or status, ensuring the right agents get the right Cases at the right time.

 “Some of our current distribution configuration is fairly complex, while others are fairly simple.” said Becca Allen, Product Manager and Salesforce Configuration Lead. “The design of Distribution Engine allows us the flexibility to configure the complexity based on each team’s needs.”

One particularly powerful feature is tag-based routing by Tax Identification Number (TIN), which has already scaled to over 1,800 unique tags.

What’s more, Becca and the team at Aetna were up and running fast. “I cannot say enough wonderful things about this app! It was easy to set up and manage.”

With this success, Aetna is planning to expand Distribution Engine to support additional teams, including PMO and Sales.

Cases are now routed intelligently using multiple criteria like account region, product, Case origin, and type or status, ensuring the right agents get the right Cases at the right time.

Outcome

Big time savings. Smarter teams. Better results.

“The team at NC Squared is extremely responsive and willing to help. Their collaboration made the biggest difference in our implementation.” - Becca Allen

With Distribution Engine fully integrated, Aetna saw immediate improvements across teams, from frontline agents to senior leadership. Managers who previously spent up to 8 hours a day assigning cases were now free to focus on higher-value work. Agents benefit from faster, more consistent Case assignment, with less idle time and clearer visibility thanks to automatic notifications.

The solution also brought major simplification to Aetna’s Salesforce setup.

“Distribution Engine has allowed us to reduce the number of workflow rules and field updates as well as removing a lot of manual manipulation by our end users” says Becca.

In addition,Distribution Engine’s reporting dashboards gave them extra visibility into team productivity and workloads.“The built-in analytics are fantastic and help us to provide the most up-to-date information to our senior management team with ease.” 

And throughout the rollout, the support made all the difference.

“The team at NC Squared is extremely responsive and willing to help.” says Becca. “They are always very quick to respond to my questions, suggestions or just to discuss our needs and thoughts. Their collaboration made the biggest difference in our implementation.” 

Curious how you can speed up your Case response times? Learn more here.