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A health insurer reduced average handle time and response time by merging a backlog of duplicate cases that had accumulated during a period of high volume.
Service agents at a national health insurer managing support in Salesforce were carrying longer handle times and slower first responses than their targets allowed.
The delay fed itself. As response times slipped, customers opened new cases to ask about the ones they were already waiting on, so the duplicate count grew alongside the backlog. Agents frequently needed to merge several related cases at once, not just pairs.
Case Merge Premium presents duplicates side by side so agents can confirm which details belong on the surviving case before merging.
AutoMerge handles the cases that match high-confidence criteria without agent involvement, which let the team work through the accumulated backlog rather than only keeping pace with new volume.
The team cleared its duplicate backlog and improved both average response time and average handle time per case.
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