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 CX 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.”