With nearly two million customers across the Philippines, Maxicare recognized the need to evolve and provide an enhanced level of service to align with their changing needs. Today’s customers require more proactive guidance from their healthcare providers, spanning from preventive care down to post-surgery support.
“Healthcare is now a journey, and we are our clients’ navigators,” said Christian Argos, CEO of Maxicare.
In response to this evolving role, Maxicare integrated the voice capabilities of the Genesys Cloud platform into its contact center operations to offer closer contact and proactive guidance to its customers. This move has resulted in enhanced service capabilities and increased customer satisfaction due to the platform’s intelligent routing strategies.
“The transition happened rapidly, and the experience has exceeded expectations,” added Argos. “There is a reason why companies that have customer interaction as their lifeblood rely on folks like Genesys.”
Achieving quicker customer call resolution times
Intelligent call routing now matches patient needs to the most capable resources. The feature has resulted in significantly faster and more efficient call resolutions for Maxicare customers, reducing call abandonment rates from 51% to just 13.57% — a 73% decrease since its implementation.