CallRail Case Studies Why building on Call Tracking is the secret to Stress Free Health Optionsʼ customer experiences

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	Why building on Call Tracking is the secret to Stress Free Health Optionsʼ customer experiences CallRail

Why building on Call Tracking is the secret to Stress Free Health Optionsʼ customer experiences

CallRail

Technology Category	Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Healthcare & Hospitals
Applicable Functions	Business Operation Sales & Marketing
Services	System Integration
Challenge	Stress Free Health Options (SFHO) was facing challenges with their existing communications platform. The system, which was a combination of DID numbers and SIP trunks, was complex and no longer met the demands of the staff or customers. The company needed a solution that was simpler to use, but at the same time, more robust. Additionally, the business is call driven and many of its agents work remotely. Therefore, they needed a system that could handle the national distribution of calls without affecting the customer journey. Read More
About Customer	Stress Free Health Options (SFHO) is a private healthcare marketplace that connects Medicare recipients to clear, affordable insurance products. The company was started by Peter Colon and has been recognized for its innovative approach, earning a spot on Fintech Globalʼs InsurTech 100. SFHO is known for outpacing its competitors and staying on top of technology. The company relies heavily on call tracking for weekly ad optimization and many of its agents work remotely due to its national distribution. Read More
Solution	SFHO decided to implement CallRail's Lead Center and Conversation Intelligence to improve their communication system. Lead Center allowed SFHO to talk, text, and chat from a single inbox that also tracks each step of every customerʼs journey. This replaced their old system and outperformed it. With Lead Center, SFHO was able to build a call routing system that did not affect the customer journey. Agents could see a detailed interaction timeline for each customer, complete with notes and tags created by team members over time. This provided a big-picture view of each customer's journey, starting from the first point of contact. Additionally, Conversation Intelligence was used to transcribe inbound calls and use AI to automatically surface the most frequently used key terms and phrases. This helped the team to reveal patterns of customer satisfaction and refine their call scripts. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Healthcare & Hospitals

Applicable Functions

Business Operation

Sales & Marketing

Services

System Integration

Challenge

Stress Free Health Options (SFHO) was facing challenges with their existing communications platform. The system, which was a combination of DID numbers and SIP trunks, was complex and no longer met the demands of the staff or customers. The company needed a solution that was simpler to use, but at the same time, more robust. Additionally, the business is call driven and many of its agents work remotely. Therefore, they needed a system that could handle the national distribution of calls without affecting the customer journey.

About Customer

Stress Free Health Options (SFHO) is a private healthcare marketplace that connects Medicare recipients to clear, affordable insurance products. The company was started by Peter Colon and has been recognized for its innovative approach, earning a spot on Fintech Globalʼs InsurTech 100. SFHO is known for outpacing its competitors and staying on top of technology. The company relies heavily on call tracking for weekly ad optimization and many of its agents work remotely due to its national distribution.

Solution

SFHO decided to implement CallRail's Lead Center and Conversation Intelligence to improve their communication system. Lead Center allowed SFHO to talk, text, and chat from a single inbox that also tracks each step of every customerʼs journey. This replaced their old system and outperformed it. With Lead Center, SFHO was able to build a call routing system that did not affect the customer journey. Agents could see a detailed interaction timeline for each customer, complete with notes and tags created by team members over time. This provided a big-picture view of each customer's journey, starting from the first point of contact. Additionally, Conversation Intelligence was used to transcribe inbound calls and use AI to automatically surface the most frequently used key terms and phrases. This helped the team to reveal patterns of customer satisfaction and refine their call scripts.

Impact #1	Streamlined communications with a single inbox for talking, texting, and chatting.
Impact #2	Detailed interaction timeline for each customer, providing a big-picture view of the customer journey.
Impact #3	Improved call scripts based on patterns of customer satisfaction revealed by Conversation Intelligence.

Impact #1

Streamlined communications with a single inbox for talking, texting, and chatting.

Impact #2

Detailed interaction timeline for each customer, providing a big-picture view of the customer journey.

Impact #3

Improved call scripts based on patterns of customer satisfaction revealed by Conversation Intelligence.

Benefit #1	80-90% conversion rate for calls with an insurance agent that last 10 minutes or longer.

Benefit #1

80-90% conversion rate for calls with an insurance agent that last 10 minutes or longer.

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Overview

Why building on Call Tracking is the secret to Stress Free Health Optionsʼ customer experiences

Operational Impact

Quantitative Benefit