Back to Case studyTrusted Healthcare Insurance TPA deploys Smartflo to Optimise Call Handling Workflow
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The company is a distinguished third-party administrator (TPA) in the health insurance sector. It specialises in facilitating diversified health services for the employees of leading corporate houses in India.
Having partnered with several insurers, brokers, and hospitals, the company ensures that its clients’ workforce gets the best of healthcare services at discounted rates. It currently has a clientele of more than one million insured employees from different industries.
To serve its clients effectively, the organisation maintains a strong IT infrastructure for routine workflows, claim registration and assessment, documentation, claim settlement, and new enrolments. It also offers round-theclock toll-free customer service to answer policy holders’ questions and get their claims processed in minimum time.
The company needed to upgrade its contact centre service using cloud technology to draw upon the benefits of customisable IVR, work-from-anywhere flexibility, better voice quality, higher uptime, and reliable security. After comparisons with the top available options, its IT team decided that Smartflo met their requirements most closely. The next step was contacting Tata Tele Business Services (TTBS) and placing an order for the solution.
Business Challenges
Working in the health insurance industry, the organisation was committed to offering highly responsive and sensitive customer service. It also had to comply with its standard operating procedures and ensure that there were no fraudulent claims.
With cloud technology making new waves, the organisation realised how a legacy contact centre pales in comparison to one based on a digital platform. It wanted to modernise its customer service set up to handle the call flow more effectively and save upon the maintenance of the ageing infrastructure.
Some other factors that induced the TPA enterprise to move the cloud were:
- The management wanted a calling platform that could be integrated with their CRM app, making it easier for the customer service executives to access the policy holders’/insurers’ details while speaking to them.
- Call recording and reports on daily call volumes was critical to evaluate the efficacy of service and the productivity of the contact centre
- A good-quality voice calling platform that the team could access from any place was necessary to establish a hybrid work model in the postpandemic business world.
The problem of call drops was also a concern with the outdated contact centre and it became essential to bring in a worry-free and simple-to –administer system for customer service operations.
TTBS Solution
TTBS provided Smartflo with 50 channels for concurrent calls. The teams could use the same platform for inbound and outbound calling. There was no need for additional hardware and the users could access Smartflo on any PC, laptop, laptop, or smartphone powered by Windows, Linux, Android, or iOS.
While our solution architects configured the solution using a virtual private network (VPN), they did not disintegrate the functional PSTN lines and the organisation, therefore, got a hybrid telephony setup.
With a customisable IVR, it was easy to direct the incoming calls to the right departments and associates for quick resolutions. Smartflo also brought a sticky agent feature with which someone calling back the service could reach the same associate who had spoken to her/ him earlier.
The supervisors could run the outbound campaigns via progressive dialler or let the associates make quick one-to-one call numbers using the click-to-call facility.
As a cloud communication suite, Smartflo also provided other features:
- It was smoothly integrated with CRM and helped the associates to check all required details from a single interface while talking to a caller.
- Using their admin panel login, supervisors could barge into and record any call for quality analysis – they could save these audio clips locally on their device or in Smartflo’s cloud repository.
- The intuitive dashboard offered daily reports on call logs including the duration of each conversation, the average call duration, the total logged-in time for different associates, and their break reports.
- Being a web-based platform Smartflo could be used from anywhere, and logins were secure with multi-factor authentication (MFA).
TTBS offers industry-leading uptime of 99.5% which is an advantage for providing always-on customer service. And Smartflo’s centralised administration helps the company save costs on IT resources for its call centre’s maintenance.
Benefits
- Smartflo: Rise in productivity due to systematic call routing through multi-level IVR
- Secure communication with 128-bit encryption and MFA based logins
- Improved customer experience with quicker call connects and query resolutions
- On-demand scalability to handle higher call volumes in future
- Easily accessible call metrics to analyse associates’ performance and contact centre productivity
