Vonage Case Studies Labor First Leverages Vonage Contact Center for Enhanced Communication and Tracking

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	Labor First Leverages Vonage Contact Center for Enhanced Communication and Tracking Vonage

Labor First Leverages Vonage Contact Center for Enhanced Communication and Tracking

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Challenge	Labor First, a healthcare advocacy company, was facing a significant challenge in tracking member data and logging calls related to their community members. The company, which primarily serves public sector and labor union retirees, needed a solution that could seamlessly integrate with Salesforce, their existing CRM platform. The challenge was to find a configurable contact center solution that could not only track member data but also log calls tied to Labor First community members. This was crucial for the company to ensure efficient communication and service delivery to their members. Read More
About Customer	Labor First is a healthcare advocacy company that provides services to public sector and labor union retirees. The company is dedicated to ensuring that their members receive the best possible healthcare services and benefits. To do this, they need to maintain efficient and effective communication channels with their members. This includes being able to track member data and log calls related to their community members. The company uses Salesforce as their CRM platform, and needed a solution that could integrate with this platform to enhance their communication and tracking capabilities. Read More
Solution	The solution to Labor First's challenge came in the form of Vonage Contact Center with Salesforce Integration. This platform was able to enhance voice communications, reporting, and tracking of incoming calls, providing a more configurable solution for the company. With this integration, Labor First was able to use a 'custom object' tied to each call, allowing for more detailed tracking and data collection. The enhanced dashboard analysis provided by the Vonage Contact Center also allowed for more in-depth insights into call data and member interactions, enabling Labor First to better serve their community members. Read More Log in to view content
Contents

Challenge

Labor First, a healthcare advocacy company, was facing a significant challenge in tracking member data and logging calls related to their community members. The company, which primarily serves public sector and labor union retirees, needed a solution that could seamlessly integrate with Salesforce, their existing CRM platform. The challenge was to find a configurable contact center solution that could not only track member data but also log calls tied to Labor First community members. This was crucial for the company to ensure efficient communication and service delivery to their members.

About Customer

Labor First is a healthcare advocacy company that provides services to public sector and labor union retirees. The company is dedicated to ensuring that their members receive the best possible healthcare services and benefits. To do this, they need to maintain efficient and effective communication channels with their members. This includes being able to track member data and log calls related to their community members. The company uses Salesforce as their CRM platform, and needed a solution that could integrate with this platform to enhance their communication and tracking capabilities.

Solution

The solution to Labor First's challenge came in the form of Vonage Contact Center with Salesforce Integration. This platform was able to enhance voice communications, reporting, and tracking of incoming calls, providing a more configurable solution for the company. With this integration, Labor First was able to use a 'custom object' tied to each call, allowing for more detailed tracking and data collection. The enhanced dashboard analysis provided by the Vonage Contact Center also allowed for more in-depth insights into call data and member interactions, enabling Labor First to better serve their community members.

Impact #1	The implementation of Vonage Contact Center with Salesforce Integration has resulted in significant operational improvements for Labor First. The company is now able to tie a 'custom object' to each call, allowing for more detailed tracking and data collection. This has enhanced their ability to serve their community members by providing more personalized and efficient service. The enhanced dashboard analysis provided by the Vonage Contact Center also offers more in-depth insights into call data and member interactions. This has enabled Labor First to better understand their members' needs and improve their service delivery.

Impact #1

The implementation of Vonage Contact Center with Salesforce Integration has resulted in significant operational improvements for Labor First. The company is now able to tie a 'custom object' to each call, allowing for more detailed tracking and data collection. This has enhanced their ability to serve their community members by providing more personalized and efficient service. The enhanced dashboard analysis provided by the Vonage Contact Center also offers more in-depth insights into call data and member interactions. This has enabled Labor First to better understand their members' needs and improve their service delivery.

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Overview

Labor First Leverages Vonage Contact Center for Enhanced Communication and Tracking

Operational Impact