A confused customer is a lost customer, and there is only one chance to make a first impression.
You demand accuracy, clarity and completeness. informis is the solution.
Create an efficient, scalable member interaction hub that's a powerful relationship extension of your company. informis is completely scalable for enrollment peaks and valleys, ensuring that you don't overspend on unused staffing or lose sales due to staffing restrictions.
Challenge:
Most contact management systems are focused strictly on service with little or no attention paid to the importance of member interaction to create sales and build loyalty. Too much time is spent reacting to members' inquiries, rather than proactively anticipating their needs, such as entering the coverage gap in their Part D benefit and advising them on their choices before they call confused and frustrated.
Most contact management systems are:
- » Plagued by inaccuracies and inefficiencies
- » Cumbersome with a large training requirement
- » Failing in their ability to provide effective forecasting/modeling tools to optimize enrollment goals
- » Unsuccessful in providing flexible, conversational and easy to understand scripting for customer service representatives (CSRs)
- » Unable to provide a robust knowledgebase of CMS-approved answers to the most frequently asked questions
- » Lacking coordination between the delivery of outbound marketing materials and timely notification of marketing campaigns to the call center
Solution:
With a unique approach to member service, informis' contact management component offers an unparalleled, personalized customer experience. Interact with members before they enter the coverage gap and advise them on their choices. Proactive interactions breed loyalty.
informis' contact management ensures:
- » All system information is accurate, timely and consistent
- » Members are able to make informed choices without confusion or aggravation
- » Your plan offers unparalleled customer experiences that translate into long-term loyalty
- » CSRs are empowered with the information they need from robust scripting and a knowledgebase that is presented in an organized, intuitive format
The informis desktop presents CSRs with the caller's complete transaction history and information beyond just the previous call history alone. It interacts with marketing efforts and lead management systems to provide CSRs with personal information about the caller, such as a recent mailer or an upcoming appointment with an insurance agent.
informis' robust knowledgebase will increase CSRs' confidence level and improve customer service. Features of our knowledgebase include:
- » Scripting
- » FAQs
- » More than 500 CMS compliant answers to common questions
- » Dynamic links to other resources, such as claims systems
Accurate CMS-approved scripting, FAQs and other readily available resources improve CSRs' abilities to communicate with your customer, enabling representatives to sell and service better and ultimately enhancing the customer experience.
The bottom line... use of an integrated workstation will reduce training requirements, empower CSRs, and help you communicate far more effectively.
