My Senior Health Plan Transforms Healthcare Assistance with Vonage Solutions

“My Senior Health Plan’s mission is to support seniors in navigating their Medicare options through a detailed review process that includes evaluating medications, providers, and hospitals to recommend the best possible plan,” said Nicholas Arabo, Marketing Systems Specialist for My Senior Health Plan. “We are committed to building trust with seniors in an environment often plagued by misinformation. For us, it’s really about putting our customers at ease and building trust, letting them know we’re doing everything in the best interest of their health and health options.”

Overcoming Obstacles: The Quest for Solutions

Before implementing Vonage solutions, My Senior Health Plan encountered challenges that hindered their ability to provide seamless service to their clients. One challenge stemmed from the lack of integration between their desk phones and Customer Relationship Manager (CRM) system. The disconnect made it difficult to track customer interactions effectively and created a fragmented customer experience. 

Arabo explained, “When somebody called into our office, it wasn’t immediately clear who they had spoken with previously or what their entire customer journey had been. All the inbound calls would come into our desk phones, but that data wasn’t being passed into Salesforce, our CRM solution. This gap forced agents to depend on disparate systems, leading to inefficiencies and often requiring customers to reiterate their issues during every call, frustrating both caller and call taker.”

Another critical issue was the inability to manage scalability during peak seasons, particularly the busy October to December open enrollment period. During this time, call volumes surged to about 1,200 calls per day. Arabo continued, “During peak times, it was difficult to prevent the team from being overloaded, as we had no means to slow things down or hold a customer’s place while on hold. Something as basic as holding a place in line and automatically calling the customer back was not possible with our old system.”

The company’s outdated telephony system also lacked the features necessary for modern business operations, such as routing calls based on data records or handling callback queues. The team had no capability to triage different groups of prospective clients to specific departments based on their unique criteria so callers would either have to wait on hold or try calling back. 

Search for Successful Solutions

To address these challenges, enhance productivity and create a better customer experience, My Senior Health Plan adopted Vonage Fusion, which includes Vonage Contact Center and Vonage Business Communications, along with Salesforce integration. Vonage Fusion helps increase collaboration across an organization's departments and helps enhance the overall customer experience. Arabo said, “It’s really easy to learn and understand the whole customer journey now. Vonage’s understanding of the company’s use cases made implementation smooth and straightforward. The onboarding process was simple and seamless, despite the initial complexity of configuring call flows.”

Implementing Vonage Fusion has enabled My Senior Health Plan to scale operations effectively. Agents gained a holistic view of customer interactions, minimizing the need to repeat themselves and improving overall customer experience. With the ability to handle the increased number of inbound calls during peak periods, the system smoothly triaged and routed calls based on customer data. Agents benefited from features like virtual queuing and customizable call flows, improving both productivity and morale.

Arabo continued, “The system demonstrated minimal downtime, ensuring uninterrupted support. The system’s scalability and easy configuration enables us to onboard partners and campaigns effortlessly, providing us flexibility for growth. Whenever our team asks if a feature is possible, the answer with Vonage has always been yes.”

With Vonage Fusion, My Senior Health Plan transformed its approach to customer communication. The integration streamlined workflows, improved customer trust, and equipped the company to handle peak seasons with ease. By prioritizing both technological innovation and customer and agent experience, My Senior Health Plan has successfully positioned itself as a trusted partner for seniors navigating the complexities of Medicare plans.

Learn more about how Vonage Fusion can help provide reliable and scale communications to improve customer experience and drive success.