With a large volume of calls per year and significant peaks that are difficult to manage, MNH’s customer service department was looking for a solution to deal with several issues: High seasonality with call peaks needing to be handled (especially at the beginning of the year when healthcare insurance cards are reissued and payment schedules are set), as well as a service available only during daytime opening hours.
The implementation of a Callbot became a means of responding to these problems by offering a hybrid Bot-Human model with several benefits:
- Automating simple requests such as reissuing healthcare insurance cards and payment schedules
- Reducing fluctuations due to call peaks with a better control of the workload of advisors and asynchronous processing of requests
- Eliminating waiting time for members by handling all calls immediately, regardless of their volume
- Eliminating repeat calls and increasing customer satisfaction
MNH was supported throughout the project by Zaion’s customer relationship experts. The Callbot’s continuous optimization improves its performance day after day.
MNH has chosen Zaion’s Callbot solution to modernize and digitalize its customer relationship, improve customer satisfaction, and automate simple requests.