How to Engage and Retain Customers

Transcription

1 How to Engage and Retain Customers New Rules for Healthcare Payers Clay Davis Healthcare Program Manager

2 About Jacada Founded in 1990 Leading global provider of customer experience management solutions for telecom, financial services, Healthcare, utilities and retail Drives customer engagement & ROI in months Offices in US, UK, Germany and Israel with successful deployments across four continents

3 Setting The Stage Struggling to sell and service individual policy holders Full Lifecycle Customer Service Fragmented Customer Interactions Connected Self Service Customer Service Desktop Complexity Unified Desktop Lack of Guidance to Customer Service Reps Real-time Process Guidance

4 SO WHAT?

5 Customer Experience by Industry 82% 56%

6 Why does it Matter Consumerization: The growing tendency for new information technology to emerge first in the consumer market and then spread into business and government organizations. The emergence of consumer markets as the primary driver of information technology innovation is seen as a major IT industry shift, as large business and government organizations dominated the early decades of computer usage and development. Customer As Queen! KING!

7 Consumerization Drivers Social Legislation Economics Mobility Consumer Demographics

8 Learning from Retail

9 Connecting Customers Full Lifecycle Service Customer

10 Fully Lifecycle Customer Service Retail Automation/ Integration Real-time process guidance Multi channel Multi touch-point Proactive Customer Service Customer Journey Healthcare Technology

11 Proactive Customer Service Business defines Notification Rule in Jacada Workflow Agent uses Jacada to Update Customer Info Jacada Seamlessly Transitions Interaction to Agent Proactive Customer Service using Jacada Jacada Manages Interaction Jacada Sends Proactive Notification Customer Receives Notification with link to secure Jacada interaction

12 Rules-based Processes

13 Jacada Workflow

14 Agenda Struggling to sell and service individual policy holders Full Lifecycle Customer Service

15 Member Engagement

16 Possible Interactions Provide directions to designated facility Remind member of upcoming appointment Directions to the selected provider are shown below. If you would like additional assistance, please contact us using the available chat or call options below. Register for local health screenings Advise member about expired prescriptions Notify member about air quality or pollen counts Remind to submit vital signs

17 Interaction Designer Business Friendly Rules-based Interactions Built-in Reports Easy Deployment

18 Jacada Visual IVR Uses Existing Logic Uses Existing Integrations Rapid Deployment Dynamic

19 Bridge to the Contact Center Bridge Self Service and the Contact Center Display Expected Wait Time Request Call Back Smart Routing

20 Connected Customers Connected Customer Service is Different: Who is calling Why they are calling Actions Taken Reason for Call What they ve already done

21 Connected Self Service Solutions Mobile Devices and Smart phones Your support site Facebook Agents, Contact Center, Back office Jacada s Visual Designer for Creating Cross Channel Interactions Jacada Interaction Reporting shows multi-channel effectiveness

22 Agenda Struggling to sell and service individual policy holders Full Lifecycle Customer Service Fragmented Customer Interactions Connected Self Service

23 Agent Confusion Screen Pop? Whisper?

24 Jacada Workspace Alpine Health Member Verification Tim Carney 132 Woodland Lane Tuxbury, MA Status: Verified Relation: Spouse Caller Intent - Confirm Eligibility - - PCP Change In Process Caller Launch Intent Customer Context in Desktop Applications Caller Initiate Intent Appropriate Call Flow Caller Actions Provider Records Accessed - Mobile: Provider # James Nesmith Alberton, MA Caller Display Intent Care Gaps Caller Advise Intent Next Best Action

25 Agenda Struggling to sell and service individual policy holders Full Lifecycle Customer Service Fragmented Customer Interactions Connected Self Service Customer Service Desktop Complexity Unified Desktop

26 Jacada Advisor Works with your existing business applications Provide Real-time Process Guidance Display Next Best Display Next Best Action to the agent on top of your existing business applications! Provide Guidance, Action enforce rules and present important information. Enforce rules

27 Agenda Struggling to sell and service individual policy holders Full Lifecycle Customer Service Fragmented Customer Interactions Connected Self Service Customer Service Desktop Complexity Unified Desktop Lack of Guidance to Customer Service Reps Real-time Process Guidance

28 Member Services Improved Member Satisfaction Better Health Outcomes Reduced AHT Call Deflection Differentiation Pay for Service Encouraging desired behaviors Enhance self-service Start calls in context Managed Care Identifying and serve high-risk populations Expedite provider claims inquiries

29 Sales /Retention Sales Recognize the Individual Tailored pitch based on individual Engage prospective members on their terms Higher Conversion Rates Fewer Cancellations Better Self Service Differentiation Retention Ensure Consistency across channels Objection Handling

30 For More Information Full Lifecycle Customer Service Connected Self Service Unified Desktop Real-time Process Guidance

31 Thank You Clay Davis, Jacada Inc 5901 Peachtree Dunwoody Road Atlanta GA 30328, USA

32