Overview

Customer onboarding was a tedious manual task for the EMEA based insurance provider. The time to onboard and the efforts involved resulted in a reduced customer satisfaction.

Salesforce was being used for all the internal Sales operations by the client along with tracking of patient details.

The customer queries were handles offline and manually for each customer resulting in increased operation cost and affected customer satisfaction

Anvisol’s Approach

With extensive experience in building customer community portal, Anvisol was able to understand the pain points of the customer and provide recommendations on addressing them.

The team built a proof of concept to help visualize the end product and ensure customer is able to make the right decision before procuring the licenses needed from Salesforce.

The POC was sponsored by Anvisol to ensure client is able to validate their investment upfront giving a complete sense of product understanding and ROI strategy

Implementation

Based on the POC, customer was able to make the right choice for the type of licenses needed and procured them from Salesforce.

Team not only built the customer community but also enhanced the internal automations that drive majority of the operations.

Case management was introduced with fully automated case routing and query resolution recommendations. Also, the knowledge articles were provided on portal to reduce incoming cases and help customer self service.

Outcome

Client was able to reduce the manual efforts in collecting customer data by almost 80%. This resulted in improved operation efficiency in onboarding.

The automation built improved the time to response by almost 90% giving a very great user experience for the end customers.

By including knowledge articles on the community, the queries deflected from support agent to the extent of 60% and helped agents prioritize the critical issues.