Customizing in the cloud for better experience and ROI

Company Nurse uses all-in-one capabilities and powerful API integrations to gain a competitive advantage, enhance its customer experience, improve efficiency and boost ROI.

269% ROI with 4.8 month payback

20% increase in call volume without adding agents

11-13% decrease in average handle time

$50,000 saved annually with reduced overflow calls

21% decrease in agent idle time

10-point rise in adherence levels, from low 80s to mid-90s

Ninety percent of our current business is inbound, and we cannot do it without Genesys. In the past, we lagged with technology, but now we’re leading with it, thanks to new capabilities gained through Genesys Cloud.

Henry Svendblad

CTO

Company Nurse

Going beyond the phone to serve customers

Company Nurse is an ally in workplace injury management, helping companies navigate the complicated and time-consuming process of completing incident reports and responding to information requests. To get workers’ compensation claims off to an ideal start, Company Nurse has registered nurses available 24/7/365 to triage workplace injuries when they occur. With one call, injured workers get the care they need, without delay.

One challenge Company Nurse faced was maintaining high engagement with a rapidly changing workforce. With more millennials and Generation Z workers entering the workplace and organizations becoming more distributed, Company Nurse needed to ensure that injured workers could connect via multiple channels. When that doesn’t happen, workers don’t get the care they need, and the company’s productivity suffers. And, for Company Nurse, that means missed revenue opportunities. Seeking a competitive advantage amid a shifting workforce, Company Nurse knew it needed to innovate its contact center with an omnichannel approach.

“We had to go where the customers are going, which is beyond the phone channel,” said Henry Svendblad, CTO, Company Nurse. “By using Genesys Cloud to expand the number of ways to contact Company Nurse — phone, text, chat and beyond — we could improve the likelihood that an injured employee would contact us and increase our ability to capture workplace injuries.”

The path to the cloud

With its previous Mitel system, Company Nurse had no way to provide an omnichannel experience. The legacy on-premise system was also cost prohibitive; getting users set up with IP phones was cumbersome. It was also expensive to maintain and manage. Metrics were an issue, too.

Company Nurse had no real-time visibility into contact center operations and no effective way to organize data into configurable reports and measure KPIs.

After evaluating a short list of vendors, the Genesys Cloud™ platform rose to the top. The cloud-based, omnichannel contact center product offered an exceptional user experience, reduced maintenance and combined all the features Company Nurse wanted — an easy-to-manage webRTC front end, an Amazon Web Services backend that enabled HIPAA compliance, as well as advanced workforce management, quality management, real-time reporting, and unified communications and collaboration (UCC) — all built into one product.

“Built-in workforce and quality management set Genesys Cloud apart from competitors, which required the use of third-party solutions to deliver this functionality,” said Svendblad.

Innovating with Contact Center as a Service (CCaaS)

Company Nurse first implemented the Genesys Cloud platform for phone and email in a matter of weeks; it’s taking a phased approach to add channels, such as SMS, social media and web chat (including click-to-dial functionality), and proactive contact functions like outbound dialing and push notifications.

As a suite of cloud services for communications referred to as Contact Center as a Service (CCaaS), the Genesys Cloud platform fits well with the innovative service model at Company Nurse; the company employs atypical agents that reside outside the traditional contact center operations. It has Injury Care Coordinators (ICCs) who take the first report of injury. The call is then transferred to one of its licensed nurses across the US who handles triage, helping injured workers minimize pain and determine the necessary level of care: self-care, non-emergency or an emergency room visit.

“Genesys Cloud is a beautiful and reliable tool that creates a positive experience for both our agents and our customers,” said Svendblad. “There aren’t too many instances where you can have a positive impact on every stakeholder in the process. With Genesys Cloud, we do.”

The cloud-based solution ensures that injured employees quickly get to the point of care with a valued service that shows compassion for their injuries. Companies can also keep insurance rates in check by only filing necessary claims. And managers and HR teams don’t have to deal with mountains of paperwork.

Simple, seamless integration delivers competitive advantage

Open, accessible APIs give Company Nurse opportunities to quickly integrate with other cloud-based applications. Within the first month, its development team built an integration to link a Genesys Cloud interaction directly to the incident record in the triage system, Enspiri. The integration not only improves agent productivity, it also supports robust reporting — streamlining its ability to immediately distribute reports to the right stakeholders, from internal HR and risk departments to third-party lawyers and insurance companies.

Company Nurse leveraged APIs to build a self-service risk management app for capturing injury data in the field. A worker can start the injury reporting process through their mobile device and then immediately engage the contact center. All of this significantly improves the worker experience and expedites the intake process.

“Genesys Cloud is a building block,” said Svendblad. “It’s one of the foundations that our services are built on.”

Company Nurse uses third-party integration options, such as Brightmetrics, via the AppFoundry Marketplace. Brightmetrics analytics and data visualizations have helped Company Nurse seamlessly create a number of dashboards and reports to support the entire team and analyze data. The wide visibility to Company Nurse teams and its customers, through these published customized dashboards, reinforces its value for transparency.

In addition, the company uses the Genesys Cloud APIs to perform intake and triage via chat (SMS) and webchat. Allowing a worker to begin a text conversation with an agent will increase injury capture, facilitate employee validation and continue to support a flexible, efficient intake process.

“In the past, we lagged with technology, but now we’re leading with it, thanks to new capabilities gained through Genesys Cloud,” said Svendblad. “Our contact center technology is our differentiator to sell to new customers and help existing customers take full advantage of the services.”

The user experience with Brightmetrics is the clincher. When we show employees the tool, they just pick it up and start dragging and dropping fields and scheduling reports. That makes me smile.

Henry Svendblad

CTO

Company Nurse

Real-time KPIs improve quality, workforce management

The previous system at Company Nurse had limited insight into the KPIs that drove business. But with Brightmetrics, real-time data and automated reports give teams proactive opportunities to self-manage, improve and tweak settings that affect customer service. The team can adjust real-time alerts for abandoned calls or optimize the amount of time before a call gets handed off to overflow. And that enables the team to capture a larger percentage of calls without affecting service levels. According to Svendblad, day-to-day improvements like these have made it easier and more rewarding for managers and teams alike.

Company Nurse also uses Brightmetrics realtime analytics to actively monitor and improve the performance of two production queues where agents handle more than 500 interactions a day. A Brightmetrics Agent Report Card scores agents on quality and efficiency KPIs, including adherence APIs.

Real-time adherence, intraday monitoring, built-in artificial intelligence-powered forecasting and auto-generation of schedules are delivered through native Genesys Cloud Workforce Engagement Management (WEM) functionality and Brightmetrics. When it came to building and managing a balanced scorecard, what had previously taken several hours a week of manual work in an Excel spreadsheet is now automated within Brightmetrics.

According to Svendblad, this Brightmetrics balanced scorecard has been the catalyst for agent efficiencies by reducing the average handle time (AHT) for agents. ICC agents have reduced handle times by 11%. And RN agents reduced handle times by 13%.

“Genesys Cloud WEM is a significant step up in sophistication in how we not only schedule and forecast our volume, but also in how we hold our agents accountable in adhering to those schedules,” said Svendblad. The company uses the Genesys Cloud solution to find balance, ensuring more efficient staff allocation.

Lifting the IT burden

The Genesys Cloud solution also minimized complexity at Company Nurse, easing the support burden on IT. The company opted to deploy Genesys Cloud Communicate seats for business telephony, enabling them to leverage the product as an all-in-one application for both CCaaS and Unified Communications as a Service (UCaaS) for simplified IT management.

Before using the Genesys Cloud platform, Company Nurse relied on a third party for nearly all system moves, additions and changes. Now most of the changes are handled inhouse, saving thousands of dollars in additional expenses, resulting in a much better experience.

The Genesys Cloud Communicate solution also facilitates the work-from-home model; all that’s needed is a decent web connection for the remote agent to make and take calls via a webRTC-powered softphone.

According to Svendblad, everything is now easier to manage and roll out. “It just works — and it works well,” he added.

In the past, Company Nurse had more than 300 queues — one for every inbound phone number. Any small change, like adjusting hold times, had to be applied to every queue. In the Genesys Cloud platform, the company consolidated to two production queues: one for ICCs and one for nurses. This makes it easier to tweak settings to optimize the number of calls captured and monitor key metrics to ensure a positive outcome.

Combined with the flexibility of the product, the commitment of the Genesys team makes innovation possible. Company Nurse developed a custom interaction script that lets agents quickly transfer a call from one queue to another. After an ICC takes a call, the script pops up to allow the agent to select the appropriate state for that employer. With the click of a button, the agent can transfer the call to a nurse licensed in that state.

“We posed a challenge to Genesys that they met and exceeded,” said Svendblad. “They’re not just a vendor, but a partner who has helped us to execute our customer experience strategy far beyond the initial implementation phase.”

Reaching record call volume without adding staff

Since implementing the Genesys Cloud platform, Company Nurse has seen record call volume — up 20% year over year. Initially, handling this increase with the same number of staff led to record revenue. By implementing callback queues, the company has also reduced the number of calls its third-party overflow partner handles, driving estimated savings of $50,000 per year. An independent study found that the overflow call savings, coupled with higher efficiency, has given Company Nurse a 269% ROI with a 4.8-month payback.

“Take one small thing like callback queues and that’s real savings,” said Svendblad. “What we’ve done with our contact center is transformative in the industry and we’re just scratching the surface. I expect to see continued success around business growth, stakeholder satisfaction, efficiency and cost savings.”

The innovative contact center model has no doubt led to competitive advantage, enabling Company Nurse to fulfill its mission of taking care of injured workers, helping workplaces be more productive and making businesses more profitable.

At a glance

Customer: Company Nurse

Industry: Healthcare, Insurance/Services

Location: Scottsdale, Arizona

Challenges

  • Deliver omnichannel experience for customers
  • Minimize IT complexity and cost
  • Gain insight into real-time metrics to improve contact center operations and grow the business
  • Simplify integration with third-party applications

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