Health insurance comparison provider invests for omnichannel customer experience

Choosewell's new cloud-based contact centre solution unites with Salesforce platform to provide agents with single source of truth on customers

A new cloud-based customer interaction platform is allowing Australian health insurance comparison provider, Choosewell, to consolidate contact centre insights into a single interface and improve omnichannel service experiences.

Choosewell is a Melbourne-based health insurance comparison service with more than 70 advisors. Its general manager of digital and IT, Jacob Murray-White, said the organisation’s previous solution for customer support management, Asterisk’s open source platform, didn’t deliver enough capability from a dialling and business analytics perspective.

Following a market review of cloud-based contact centre technology, the group has chosen to invest in Vocalcom’s Omnichannel customer interaction solution. Murray-White said the new platform will enable greater reliability, while also providing customers with the option of omnichannel communications.

The platform is being rolled out by the vendor’s sole Australian distributor and systems integrator, Quality Connex, over a two-month period.

Murray-White said a key consideration in choosing the replacement solution was finding something that could “make our Salesforce contact centre solution sing”. In addition, the Vocalcom platform not only provides traditional contact centre channel management, such as inbound and outbound voice, preview progressive and predictive dialling, it also gives Choosewell the ability to route other channels that exist in its Salesforce environment, such as email, social, cases and others.

“In our view, if you are invested in Salesforce and need contact centre software, native to Salesforce is the only way to go,” Murray-White said. “What we love about the Vocalcom solution is the simplicity of having everything inside of Salesforce and being able to manage everything from within one platform.”

Choosewell will be able store all data within Salesforce, Murray-White continued, and the team can write all workflows in one place without the need for APIs. This will see Salesforce data made available for better routing decisions, which in turn should deliver a much improved customer experience, he said.

“The omnichannel routing provided by Vocalcom will also allow us to ‘push’ all channels to any agent that has that skillset, which will make them more productive and enable us to meet our service levels for every type of contact, not just on the voice side of things,” he explained.

Having a consolidated single interface will enable agents to see every piece of information about the customer in one place, Murray-White said.

“By having every piece of data about every interaction inside of Salesforce, our analytics become much less complex and more powerful, and we will finally have the single source of truth we have been looking for,”he said.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu

Join the CMO newsletter!

Error: Please check your email address.
Show Comments

Supporting Association

Blog Posts

Why 2017 will herald a resurgence of values-based marketing

It doesn’t take long for predictions to become predictable: The rise and rise of Facebook; advancements in analytics; the normalisation of chatbots; personalisation, programmatic, automation, authenticity… The prediction that’s missing from these lists is that in 2017 we will witness a resurgence of values-based marketing.

Jacqueline Burns

Founder, Market Expertise

Why customer experience driven growth is set to take off

Our overall brand perceptions are invariably shaped by our experiences. And loyal customer relationships can be severed in moments by a negative service interaction.

Consistency and conversation: How branding and advertising can work better together

Advertising and branding are two of the most visible outputs of marketing, which is why getting them right is so important. However, too often the line between branding and advertising becomes blurred. This means advertising activity can be out of sync with brand, resulting in poor results for both functions.

Dan Ratner

managing director, uberbrand

Someone needs a swift kick up the bum for such an idiotic idea.

random

​Why a degree is no longer enough to get you hired as a skilled marketer

Read more

The frequent flyer programs are the new profit machines for airlines all over the world, as they have morphed to be mass marketing machin...

Steve@iFLYflat

Velocity frequent flyers program strong performer in mixed half-year for Virgin

Read more

Hi Jennifer, thanks for sharing these info regarding the digital marketing trends.I've created a related video to this topic, would you m...

Fabio Carry

Predictions: 17 digital marketing trends for 2017

Read more

Great news. Marketing automation can be very useful for companies at various stages of development. With so many tools out there it's bet...

Ben

How HBF rolled out marketing automation in eight months

Read more

I read a report that the business sector in Australia as a whole have yet to fully harness and see the proactive change that predictive a...

Alex Martin

Report: Predictive analytics, IoT, machine learning battle it out for marketing dollars

Read more

Latest Podcast

More podcasts

Sign in