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. It has registered nurses available 24/7 to triage workplace injuries and get workers’ compensation claims off to an ideal start. 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 organisations 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. The company knew it needed to innovate its contact centre with an omnichannel approach.
“We had to go where the customers are going, which is beyond the phone channel,” said Henry Svendblad, CTO at 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 couldn’t provide an omnichannel experience. The legacy on-premises system was expensive to maintain and manage; getting users set up with IP phones was cumbersome. And metrics were an issue.
Company Nurse had no real-time visibility into contact centre operations and no effective way to organise its data into configurable reports and measurable KPIs.
As Company Nurse evaluated solutions, Genesys Cloud rose to the top with everything from innovative digital and workforce engagement management (WEM) services to open public APIs to a marketplace for third-party integrations. The cloud-based, omnichannel contact centre product offered an exceptional user experience, reduced maintenance and combined all the features Company Nurse wanted in one product — an easy-to-manage WebRTC front end, an Amazon Web Services backend that enabled HIPAA compliance, real-time reporting, and unified communications and collaboration.
“Built-in omnichannel and workforce engagement capabilities, plus an open API architecture for simple integration and development opened up possibilities we couldn’t get with another vendor, but what set Genesys Cloud apart was the configuration and orchestration across these components, creating an effortless experience for everyone,” said Svendblad.
Innovating with Contact Centre as a Service
Company Nurse implemented Genesys Cloud for phone and email in a matter of weeks. It’s taking a phased approach to adding more channels like SMS, social media and web chat (including click-to-dial functionality), along with proactive contact functions like outbound dialing and push notifications.
Genesys Cloud fits well with the innovative service model at Company Nurse; the company employs atypical agents who reside outside the traditional contact centre operations. Its Injury Care Coordinators (ICCs) take the first report of injury. Calls then are transferred to a licensed nurse who handles triage, helping injured workers minimise pain and determine the necessary level of care: self-care, non-emergency or an ER visit.