A top Medicare Consulting Firm primarily servicing older adults, needed to improve their care for successful customer relationships that often required unique communication skills and strategies. The client wanted to streamline their current Salesforce™ lead and service management. Vantage Point partnered with them to improve their processes and workflows, along with analytical reporting to increase sales with prospects and retain current service customers. 

Client

• Insurance

• Customer Service

• Utah

Solution

• Optimize Salesforce

Salesforce™ Products

• Service Cloud

Integrations

• Integration with open source telephony solution for call center

Our Approach

The project had three areas of improvement: call center productivity, agent experience, and management reporting insight.  To improve productivity, Vantage Point worked with the client to improve management ability to monitor their agents. In addition, we integrated a computer telephony component with Service Cloud for a more fluid service platform. To improve the agents’ experience, Vantage Point optimized the page layout for ease of use and improved processes for more effective workflow.  Lastly, we worked with the client to provide effective customer tracking for compliance and data quality.

Actions & Impact

• Integrated with computer telephony to reduce non-call activity time

• Improved data quality through process automation and validation tools

• Updated page layout with a focus on agent user experience

• Improved customer tracking for compliance and quality assurance purposes

Challenges

• Lacked an effective call center workflow for the agents

• Unable to successfully monitor agents’ work to push customer service improvements 

• Unable to report on customer tracking for compliance and quality assurance purposes

• Lacked process automation and data validation to improve data quality

Now our client has an efficient and effective call center all on one platform, where agents can track previous interactions and current ones for a cohesive view of their customers. With improved processes and data validation, data quality is maintained and management can better track agent productivity for compliance and quality assurance.