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For Anthem, Inc., which provides health insurance to tens of millions of Americans, processing premium payments efficiently is a crucial profitability driver. Several years ago, however, payments were costing the company too much and causing frustration for consumers. A broad “voice of the customer” initiative conducted by the marketing team identified premium payments as one of the top 10 areas in which Anthem could improve.

Meg Waters

Meg Waters is the editor in chief of Treasury & Risk. She is the former editor in chief of BPM Magazine and the former managing editor of Business Finance.

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