CUSTOMER SUCCESS

At some point, most brands that eventually make the Fortune 500 list have a choice to make: keep doing things the same way, or face business friction and adopt new technology to keep up with changing consumer expectations.

The particular company in question is a Fortune 500 health insurance company located in Indianapolis, Indiana. As the biggest for-profit health insurance provider in the country, this company has over 44 million active policyholders.

Needing to Streamline Business Operations and Marketing Outreach

With more than 44 million policyholders to support via enrollment, notifications, appointment scheduling, claims, and more, member outreach was challenging, to say the least. The company enlisted Deloitte for core business operations along with customer and marketing consulting. Deloitte immediately recognized that the company urgently needed a more robust Outbound Dialing and Campaign Management solution.

Key stakeholders also found themselves unhappy with the limited proactive communication and outbound capabilities of their current click-to-dial and outbound campaign management solution. The company was looking for an automated platform that could handle its sophisticated member outreach needs with voice, agentless, and digital. It was critical to ensure that member data and member experience remained seamless.

Why Acqueon Immediately Resonated with the Team

Enter Acqueon and its game-changing Conversational Engagement Platform, Acqueon Engagement Cloud.

Acqueon’s leading Conversational Engagement Platform is widely recognized as the most advanced, most capable outbound dialer among enterprise contact center and CX leaders, but its capabilities extend far beyond its proven preview, predictive, and progressive dialing strengths.

When asked about why the company ultimately decided to partner with Acqueon, its Enterprise Architecture Director said, “We were impressed by Acqueon’s Answering Machine Detection and Call Progress Analysis capabilities and wanted to leverage the added capabilities Acqueon offers with Agentless, Preview, Predictive & Progressive dialing.”

Acqueon’s tight Amazon Connect integration and its ability to establish a custom integration into the company’s home-grown CRM were other important considerations the team focused on during the decision-making process.

Improving the Member Outreach & Internal Campaign Management Process with Acqueon

Acqueon Engagement for Amazon Connect has enabled the health insurance provider to save agents and staff time, reduce manual workloads, streamline the internal campaign management process, and increase overall member outreach and engagement outcomes. The company is now leveraging Acqueon for its 2,500-agent Clinical team and its 2,000-agent Medicare and Medicaid teams.

  • Some of the primary use cases these teams focus on are:
  • Welcome calls
  • Enrollment help
  • Notifications
  • Appointment management
  • Medical, pharmacy & lab claims
  • Requests for documentation
  • General reminders

With Acqueon Engagement for Amazon Connect, the company was able to see immediate benefits, including:

  • Advanced campaign flexibility for sending out large volumes of member notifications and reminders
  • Complete compliance with DNC and critical government regulations
  • Reduced dependency on third-party vendors & corresponding cost savings
  • Vastly improved capabilities for member self-service

To date, the company has increased appointment adherence by 17%, improved overall patient satisfaction by 58%, and boosted the number of patients using self-service by 47%.

Don’t put patient or member outreach and engagement on the back burner—see how you can improve experiences and retention with our Conversational Engagement Platform and Campaign Management solution, Acqueon Engagement.