Improving tools and CX systems
With more than 1,100 associates serving nearly 380,000 members, Independent Health is a leading health plan provider dedicated to improving well-being in western New York. Exceptional customer experience (CX) is vital to the success of that mission.
“The health insurance market has bigger national carriers, but what we bring is a local touch,” said Amanda Prell, Director, Contact Center Experience at Independent Health. “We pride ourselves on delivering the highest level of service and putting members’ feelings before our own.”
Independent Health calls this The RedShirt® Treatment, a member-first culture across all its contact centers that enables associates to provide fast answers, access to primary care physicians, wellness tools and advice on new ways to stay active — when members need these things most.
However, there was room for improvement when it came to technology. “Along with on-premises Avaya telephony and Verint workforce management we had an array of tools, causing complexity that limited our ability to make the experience better or the associates’ jobs easier,” added Prell.
Fully remote self-implementation
Realizing there wasn’t much to gain from a basic phone swap out, Independent Health seized the opportunity to innovate as part of a broader cloud contact center strategy.