Healthcare Technology Provider Personalizes Member Services

This healthcare technology company is on a mission to make it as easy as possible for individuals to navigate the healthcare system and live happier, healthier, more productive lives. Its technology connects hundreds of health vendors, benefits resources, and plan designs into one comprehensive health and wellbeing experience. The organization transforms employee benefits into a deeply personalized, simple, and guided experience, empowering better-informed patient decisions to unlock better healthcare outcomes and maximize return on healthcare investments.

Stuck in Manual Mode

The organization was using an older, cloud-based automatic call distributor (ACD) that required intensive customization. The IT team had to manually make changes and perform maintenance upgrades, and it had experienced issues with reliability and limited reporting and analytics. The company uses Salesforce for its customer relationship management (CRM) platform, but its ACD couldn’t seamlessly integrate with Salesforce.

The healthcare technology company serves some of the world’s largest enterprises. Customers expect it to deliver highly personalized, world-class healthcare experiences for their employee members with reliable, modern, enterprise-grade technology. “We’re a small company, which means our technology has to enable us to punch far above our weight,” said the SVP of Support & Technology.

“We sit between major employers and the health plan. We help companies save money and create a better employee experience. That’s why it’s so important to us to have all the tools we need to be enterprise-grade. There’s probably not a tool more important than our ACD. We realized we needed a modern cloud solution that would integrate with Salesforce, offer ease of use, out-of-the-box capabilities, and real-time reporting and analytics.”

Additionally, they had launched an agent-driven service. This service gives employers the option to provide employees with personalized care interactions delivered by agents who have expertise in healthcare benefits. It augments their already-digital services. These services are available when the next step in the healthcare journey is too confusing or employees simply want help from someone with the skills and knowledge to point them in the right direction. The services offer one-on-one live support that connects employees and their family members to the right benefits and care. “It’s very important that our agents be able to offer streamlined, easy, and deeply caring interactions when members are making healthcare decisions. We needed a platform that would make that easy to do,” said the SVP.

Five9 Maximizes the Value of Salesforce

One of the primary reasons the company chose Five9 was for its integration with Salesforce, which embeds Five9 seamlessly within the Salesforce interface and allows agents to continue to use the platform they’re already familiar with. Five9 serves up Salesforce customer data to the agent and makes it easy to deliver very personalized, streamlined interactions — all from one screen. “We wanted to maximize our relationship and investment with Salesforce, and Five9 lets us do that. Salesforce is the system of record for us, and they do a lot for us, and we love them, but they cannot do what Five9 does for us. We were pleased that the Salesforce team was happy and complimentary about our choice to go with Five9, as well. It’s a big deal that we can all play well in this relationship,” said the SVP.

“ Before Five9, we were stuck; we couldn’t get movement in our CSAT. We tried a number of things to move those scores, and couldn’t do it. Five9 has made a night and day difference.”

The organization reports that other factors driving the decision to choose Five9 were its all-inclusive solution, modern cloud-based platform, and the ability to pick from the best toolsets in the industry through key Five9 partnerships — all under the Five9 umbrella.

The implementation occurred at the start of the pandemic and was conducted entirely remotely. “Even still, we really felt the Five9 team got to know us, and they really know what they’re doing. We have built a lot of confidence in the platform and we get the advice we need. We’ve already added capabilities and purchased additional features because of the relationship we have with them and because Five9 just works,” said the SVP.

In addition, the organization has added workforce management, quality management, and interaction analytics to drive better reporting, coaching,
and efficiency.

“We like to say that the contact center is digital when you want it, but human when you need it. That’s what Five9 does for us. Some of our large customers want mostly digital, but in healthcare, a lot of customers want certain moments to be human. The infrastructure we’ve built with Five9 and Salesforce has the ability to do both those things easily, quickly, seamlessly, and do it frictionlessly, and that is really important to us. We are really deep about customer empathy; it’s a core value for us. From a cultural standpoint, we were a great match with Five9 in that way. Five9 makes it easy for agents to offer empathy,” said the SVP.

Measurable Improvement

Not only was this technology provider able to pivot to work from home nearly instantly when the pandemic struck, but with Five9, it has also been able to maintain its service agreements during natural disasters and other disruptions. “That’s huge for us and for our enterprise customers,” said the SVP.

The organization has realized improved reporting, including being able to offer near real-time reporting to their customers.

“We have to show ROI to customers, and we can pull data from Five9 and show the value of our interactions. That’s super important to us. It’s also helped us win business with prospective customers,” said the SVP.

Prior to Five9, the technology company’s CSAT was a low 6. With the power of Five9, they drastically improved to a 9 (on a 10-point scale) along with a similar improvement in its NPS. “Before Five9, we were stuck; we couldn’t get movement in our CSAT. We tried a number of things to move those scores, and couldn’t do it.

Five9 has made a night-and-day difference,” said the SVP.
The company continues to expand its customer service offerings and works to leverage new channels. “A lot of customers want us to create a lot of automation, and we can do that with Five9 and Salesforce, but customers are also wanting the human touch, and we can do that, too. Our relationship with Five9 is absolutely critical to our success,” said the SVP.