CUSTOMER STORY
Leveraging CX Insights to Deliver Best in Class Member Experiences
FOR A FORTUNE 500 HEALTH INSURANCE PROVIDER
Healthcare Insurance Use Case By
CHALLENGE SUMMARY
The core of this Fortune 500 healthcare insurance provider’s mission is to deliver frictionless and simplified healthcare across the entire member journey. To achieve this, it is essential that the contact center fulfills its role in providing a member experience that is personalized and consistent at every step along the way.
This means shorter assisted experiences, shorter first call resolution (FCR), frictionless self-service experiences, and consistent quality across the organization’s multiple channels of communication.
With the initiative to improve the personalized customer experience coming from the C-suite, the Workforce Management (WFM) team was in need of a modern customer experience (CX) solution to better analyze and improve the effectiveness of the company’s contact center. Given the size and complexity of the contact center operation, combined with very strict data privacy requirements in the healthcare sector, the CX insights solution would need to be able to:
- Quickly & reliably filter complex contact center data that contains sensitive Personally Identifiable Information (PII)
- Filter and segment data so reports would only be visible to specific stakeholders and business units across the organization
- Deliver CX data both real-time and historically
- Fit seamlessly into the organization’s cloud-first architecture
- Have the highest level of data integrity possible
OUTCOME SUMMARY
With emite, the WFM team have been able to produce reliable, holistic, and real time CX insights for use across the organization without the need for developer expertise – which means less time and money spent on developer resources or IT bottlenecks when adding new connectors or creating new custom reports.
emite’s immediate visibility of each business unit’s unique SLAs and KPIs enables CX stakeholders to quickly react to real time conditions, ensuring that the organization is fulfilling its promise to provide personalized, seamless, and insightful experiences across the entire member journey.
This organization now has a fully-scalable CX reporting solution in place that aligns with the cloud-first architecture and will make future data migrations, technology changes, or moves to new contact center platforms possible without lengthy and costly implementations and developer resources.
Since implementing emite, the organization now has:
- real-time reporting capabilities to enable WFM teams to quickly react to real-time conditions
- seamless integration into a cloud-first architecture
- a flexible CX solution that can scale, evolve, and migrate along with the business
- a CX reporting solution that meets each business unit’s unique reporting and compliance requirements
THE NEED
ENABLING WFM TEAMS TO CREATE PERSONALIZED, CONSISTENT MEMBER EXPERIENCES
This particular healthcare insurance provider manages tens of thousands of agents across multiple geographies, and an incredibly large volume of daily calls, emails, and online chats from thousands of existing and prospective members. To effectively manage a contact center operation of this size and meet the demand for exceptional customer experience at every stage of the member journey, the workforce management (WFM) team had very specific technical and business-critical requirements for a CX insights solutions.
These included:
- real-time reporting capabilities to enable WFM teams to quickly react to real-time conditions
- the ability to report on very specific and custom KPIs
- the ability to filter and slice data so only specific reports and member data can be made available across business units, which is critical for compliance standards related to PII
- seamless integration into a cloud-first architecture
THE CHALLENGE
DATA INTEGRITY & COMPLIANCE
Throughout the process of updating the company’s contact center operation and CX technology stack, the most significant challenge was maintaining data integrity. And due to the nature of the heavily regulated healthcare industry they operated within, data reliability and data integrity was a foundational requirement for any data, analytics or reporting tool to be integrated into the operating environment.
The organization was using Genesys Cloud Divisions and Groups, however the data being gathered required additional filtering and segregation to meet the unique needs of various teams across the business. emite’s ability to reliably filter and slice large volumes and sources of data filled any gaps for required reporting and analytics capabilities, making it possible for teams across the organization to access the customer experience or contact center performance data they required at any given time – without having to disrupt their current tech stack or technology operations in place.
With reliable data from emite, the WFM team is able to:
- perform regular data validation and integrity checks
- have confidence in their data for both operational needs and compliance requirements
- prevent costly data discrepancy issues that can lead to inflated staffing or resourcing costs
- reliably filter data and send only the right data to the right teams in order to meet compliance requirements
In addition to real time dashboards and alerting, emite provides immediate visibility of each business unit’s SLAs and KPIs, allowing our staff to respond accordingly. The ability to quickly react to real time conditions allows us to ensure that it’s always meeting – or hopefully exceeding – its customers’ expectations of seamless, intelligent experiences.
A SECURE TECH STACK
MEETING CRITICAL SECURITY & COMPLIANCE REQUIREMENTS
One of the most significant technical and business challenges was choosing a CX insights solution that would not only provide the most robust data possible, but help the organization comply with strict data privacy and security requirements. This particular company deals with highly sensitive member health data as well as online and over-the-phone payments, all of which need to be secure to both protect the members as well as the business from potentially damaging compliance fines.
In order to meet the technical and security needs of the organization, their CX insights vendor needed:
- the ability to mask PII data for PCI compliance
- the ability to segment member data across business units and internal teams
- the ability to segregate data and filter data so specific reports and data could be visible only to specific business units
- to provide the right data to the right business units at any given time
emite’s market-leading filtering and data slicing capabilities, in addition to emite’s ISO 27001 certification, have given the organization and contact center stakeholders assurance that CX data from emite supports data privacy and compliance.
THE OUTCOME
USING THE RIGHT DATA TO TELL THE WHOLE CUSTOMER STORY
The partnership with emite turned a proof of concept into a long-term solution that will enable the WFM to meet members where they are, to staff the right agents with the right skills at the right times, and the ability to make business-critical decisions based on reliable data in real time.
Since adopting emite, the WFM team is now able to:
- Have confidence in the reliability of their CX data; ensuring that there are processes and technology in place to catch any spike in calls, agents in the system, or data anomalies that can become extremely costly
- Filter and segregate extremely complex data (such as PII or operational data) across business units
- Focus on and monitor KPI’s that matter most to the business
- Quickly and easily customize KPI’s to match their definitions of success and perform calculations with just a few clicks
- Build and develop complex and sophisticated dashboards in a matter of minutes vs months in order to meet tight business deadlines
- Easily order a custom report via the emite Support Portal
Omnichannel Reporting & Analytics
Keep up with mobile and digital and communication trends in your industry. Easily creating reports and analyze your contact center’s data across Chat, Voice, Email, and Callback.
Workforce Management
Agent performance insights from emite will help improve operational efficiency by ensuring that the right number of agents are staffed at the right time.
Ingest Multiple Data Sources
emite integrates with over 100 different technology platforms, enabling your company to pull in data from multiple sources into one single report.
Interaction Analytics & Sentiment Analysis
In addition to valuable operational analytics and agent performance data, sentiment analysis will allow your team to analyze customer experience on an entirely new level to improve agent-customer interactions.
Competitive Pricing
emite is dedicated to supporting the growth of the contact center industry and providing access to best-of-breed technology to contact center teams across the industries we serve. We are providing access to our complete cloud contact center solution at an updated and highly competitive price.
Improved Agent Retention
Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover. Access to real-time and historical agent performance data and sentiment analysis will help with agent retention and training.
“emite helped our team by making sense of complex contact center data and CX insights that give us the whole story and provide a better experience for all.”
Learn More About How emite Can Help
