Insurance (Healthcare)
Challenge
Coverance needed to build a complete CRM and call center solution from the ground up to support their Medicare Advantage sales operations. They required efficient call workflows, agent productivity tools, comprehensive reporting, and compliance monitoring capabilities.
Approach
We architected a full-stack CRM and contact center solution tailored to Medicare Advantage sales requirements. The solution integrated customer data, call routing, agent workflows, and compliance monitoring into a cohesive platform that supported both sales effectiveness and regulatory requirements.
Solution
Designed and implemented a cloud-based CRM platform integrated with a modern contact center infrastructure. Built custom agent desktop workflows, automated call routing and disposition, implemented real-time reporting dashboards, and established compliance monitoring and quality assurance processes.
Results
- ✓Complete CRM and call center platform supporting Medicare Advantage sales
- ✓Improved agent productivity through streamlined workflows
- ✓Real-time operational reporting and performance dashboards
- ✓Compliance monitoring and quality assurance capabilities
- ✓Scalable architecture supporting business expansion
Technologies Used
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