Health Insurer Delights Customers by Overhauling Data Management

Health Insurer Delights Customers by Overhauling Data Management

Client Success Snapshot

Client Profile:

  • Overview: A prominent health insurance provider
  • Industry: Insurance (Healthcare)
  • Team Size: 2,400
  • Annual Revenue: US$ 9.2 billion
  • Headquarters: Watertown, MA
  • Markets: Massachusetts, New Hampshire, and Rhode Island

The Challenge

An insurer set out to make the process of choosing a health plan less cumbersome and more user-friendly. Its goal was to increase the efficiency of its existing call handling processes. It wanted to create a streamlined platform to collect customer information, implement a dynamic process to provide recommendations, and automate its lead conversion process.

Gerent's Approach

Gerent began by using OmniScript’s guided workflows to handle inbound and outbound calls. The workflows were integrated with existing Avaya-generated call logs, with values automatically pre-populated into OmniScript. These workflows were then implemented to gather callers’ information, including answers to qualification questions. 

From there, Gerent created dynamic plan selection and scenario-based lead conversion scripts, which enable call center teams to provide quotes and close sales while the customer is on the phone. With OmniScript, Gerent implemented automated, engaging customer messaging that could be easily modified according to market changes.


Key Outcomes

As a result of Gerent’s Vlocity OmniScript solution, the insurer was able to reduce the number of steps call center employees took when dealing with prospects. Further, data management was considerably improved and the entire experience was more intuitive and orderly. Sales teams could easily access relevant data in one place, without the need to search. To add, every interaction and conversation with a customer was tracked so that when the customer calls back, sales reps can pick up where they left off — considerably increasing efficiency.


Client Success Story

When it comes to health care, everyone’s needs are different. Our client, a nationally recognized Massachusetts non-profit health insurer understands this sentiment well. Driven by its commitment to providing innovative, high-quality health care coverage, the insurer set out to make the process of choosing a health plan less cumbersome and more user-friendly. 

The company had another vision, too — to increase the efficiency of its call handling processes. Its goal was to create a streamlined platform to collect customer information, implement a dynamic process to provide recommendations, and automate its lead conversion process.


Transforming Inbound and Outbound Calls

For the initial phase of the project, Gerent implemented Vlocity’s OmniScript solution. The goal was to guide users through the entire sales cycle in an accelerated manner. The company also wanted to use automated, personalized messaging. 

Gerent began by using OmniScript’s guided workflows to handle inbound and outbound calls. The workflows were integrated with existing Avaya-generated call logs, with values automatically pre-populated into OmniScript. These workflows gather callers’ information, including answers to qualification questions. From there, Gerent created dynamic plan selection and scenario-based lead conversion scripts, enabling call center teams to provide quotes and close sales while on the phone with customers.

With OmniScript, the insurer can design engaging, automated customer communications that could be easily modified according to market changes. To that end, Gerent implemented design documentation for every aspect of the OmniScript workflow. This documentation allowed for the addition of features and the extension of call center script workflow capabilities — without a specialist or programmer. 

The outbound call workflow was built as a branching decision tree based on the various scenarios a call center employee is likely to encounter. These scenarios included lead rejections, next best actions for voicemail calls, script handling features, and direct enrollment actions for interested leads.


The advantage of a 360-degree customer view

As a result of Gerent’s Vlocity OmniScript solution, the insurer was able to completely transform its user experience. The company reduced the number of steps call center employees took when dealing with prospects, thereby bolstering efficiency.  

Further, data management was considerably improved and the entire experience was more intuitive and orderly. Sales teams could easily access relevant data in one place without the need to search. Every interaction and conversation with a customer was tracked so when the customer calls back, sales reps can pick up where they left off. Thanks to Gerent’s on-site training and knowledge transfer, the insurer's call center upgrade resulted in zero downtime or disruption.

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