Client Case Studies |
Case Studies : Metcare (Metropolitan Health Networks) |
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| About Metcare: Metcare is a Medicare health plan provider operating in the state of Florida. |
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Generation Direct Services Utilized:
- Inbound Call handling for seminar reservations
- Inbound Third party verification
- Automated data importation for numerous seminars hosted monthly targeted to potential customers.
- Disaster failover support
- Customized screen pop integrated into Metcare’s own call handling system locally
- Outbound seminar and lead generation
- SalesCycle.net ™ CRM system hosting
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| Description of services: |
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Metcare was launching their medicare product into 12 Florida counties and needed help implementing a robust solution to manage not only the inbound call handling but also their customer database. They needed a comprehensive system that could scale with their needs and would support a significant direct mail campaign for the open enrollment period which lasted approximately 5 months. This enrollment period’s scope was outside of what their own internal call center could handle. Metcare relied on GDI to scale alleviated internal pressure of trying to scale for only a few months worth of call spikes.
Together GDI and Metcare came up with a solution to implement inbound call handing via a customized and scripted interface. GDI created a seminar management system targeted directly to Metcare’s needs. This system allowed Metcare to directly entire there seminars and schedule not only on a one to one basis but also bulk uploads of pre-defined spreadsheet data. GDI also facilitated the importation of 200k potential customer records to alleviate the time and resources of re-keying this information once the caller called into the center.
Once the data was uploaded and integrated, the call center services began. GDI fielded the inbound calls initially in the form of seminar scheduling as well as Third Party Verification as the field agents called directly in to hand a new customer off to the TPV system. As the calls came in, SalesCycle.NET ™ handled the call flow and data providing call history to every contact in their database but also call recordings tied directly to the actual contact. A Metcare rep could bring up a contact and listen to each call that contact had with the call center gleaning valuable information in the call flow process.
Additional outbound calling was conducted towards the end of open enrollment to ensure that every potential customer was contacted. All contact points were centralized into the SalesCycle.NET database for a 360 degree view of the complete customer experience.
Together GDI and Metcare partnered to enhance their customer experience and ensure there were no interruptions caused by significant mail drops and call spikes.
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