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 newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

Taking performance cues from east Asian markets

As the ‘Asian century’ becomes ever more prevalent and the Fourth Industrial Revolution gathers speed, marketers are having to surf a tidal wave of creative destruction. The choice is stark: Embrace change, or resign yourself to a Darwinian fate.

Dr Chris Baumann

Associate professor, Macquarie University

Searching for social and marketing data

Many marketers, agencies - and everyone in between - get caught up on bubble references and data points. They’ll use Facebook best practice as the only best practice for Facebook executions and only consider metrics and responses of the one channel they’re expected to deliver on.

Isaac Lai

Connections strategy lead, VMLY&R Sydney

Why Australia needs more leaders

A few weeks ago, our Prime Minister, Scott Morrison took it upon himself to tell companies and their CEOs where to go when it came to societal issues. It wasn’t an organisation’s place to get involved. Instead, he said it should be left to governments to solve societies challenges.

Dan Banyard

Managing director, Edentify

Congratulations! So good to see a business turnaround with a good omni channel email lead strategy.Antanthonyidle.com

Anthony Idle

How Total Tools overhauled its omnichannel marketing

Read more

Well, you can always improve your service. Your customers will appreciate your efforts.

Mike Thompson

Report: Australian customer experience good but not great

Read more

Thanks for sharing! Terracotta Jewellery Online Shopping Ethnic Jewellery Online Shopping

Cotton Sarees Online

How data is driving the customers of a lifetime for BaubleBar

Read more

Informative blog. Xero is a well-known revolutionized accounting software, specifically developed to provide best User Experience and mak...

NavkarConsultancyServices

Xero evolves to fit a changing marketplace

Read more

>Writes article about how to show diversity in an authentic way>All featured opinions are from white women

Jennifer Metcalfe

Food for Thought: How can brands show diversity in an authentic way?

Read more

Latest Podcast

More podcasts

Sign in