Why building on Call Tracking is the secret to Stress Free Health Optionsʼ customer experiences
公司规模
SME
地区
- America
国家
- United States
产品
- CallRail Call Tracking
- Lead Center
- Conversation Intelligence
技术栈
- Artificial Intelligence
- Call Tracking
- Customer Interaction Management
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 实时分析
适用行业
- 医疗保健和医院
适用功能
- 销售与市场营销
- 商业运营
服务
- 系统集成
关于客户
Stress Free Health Options (SFHO) is a private healthcare marketplace that connects Medicare recipients to clear, affordable insurance products. The company was started by Peter Colon and has been recognized for its innovative approach, earning a spot on Fintech Globalʼs InsurTech 100. SFHO is known for outpacing its competitors and staying on top of technology. The company relies heavily on call tracking for weekly ad optimization and many of its agents work remotely due to its national distribution.
挑战
Stress Free Health Options (SFHO) was facing challenges with their existing communications platform. The system, which was a combination of DID numbers and SIP trunks, was complex and no longer met the demands of the staff or customers. The company needed a solution that was simpler to use, but at the same time, more robust. Additionally, the business is call driven and many of its agents work remotely. Therefore, they needed a system that could handle the national distribution of calls without affecting the customer journey.
解决方案
SFHO decided to implement CallRail's Lead Center and Conversation Intelligence to improve their communication system. Lead Center allowed SFHO to talk, text, and chat from a single inbox that also tracks each step of every customerʼs journey. This replaced their old system and outperformed it. With Lead Center, SFHO was able to build a call routing system that did not affect the customer journey. Agents could see a detailed interaction timeline for each customer, complete with notes and tags created by team members over time. This provided a big-picture view of each customer's journey, starting from the first point of contact. Additionally, Conversation Intelligence was used to transcribe inbound calls and use AI to automatically surface the most frequently used key terms and phrases. This helped the team to reveal patterns of customer satisfaction and refine their call scripts.
运营影响
数量效益
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