RightNow's Contact Center Solution Helps Evolution1 Deliver Superior Customer Care Across Multiple Business Units
 
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RightNow's Contact Center Solution Helps Evolution1 Deliver Superior Customer Care Across Multiple Business Units

The company’s RightNow knowledge foundation includes more than 500 answers covering the company’s three brands: Benny Benefits Card, PayDirect, and Lighthouse1. Accessible 24/7, the knowledge foundation enables TPA partners to easily find answers to their own questions through web self-service. “Our TPA partners have jobs to do and when it depends on information from us, they don’t want to have to pick up the phone or send an email,” says LeClerc. “Web self-service allows TPAs to find what they need and get to work.” Web self-service adds to TPA satisfaction and at the same time it helps keep down contact center costs. Evolution1 is also using RightNow mobile which allows TPAs to access the same knowledge foundation via their cell phone or tablet, making the knowledge foundation accessible even when they aren’t working from the office.

 
RightNow CX: the Multi-Business, Multi-Channel Solution

A word from Evolution1

  • “RightNow enables us to manage separate entities from a single solution and one database. Divisions can transfer incidents or share contacts without negotiating different systems, and RightNow tracks every incident to completion so that nothing gets overlooked. We keep our customers satisfied while reducing our expenses and workload.” —Tom LeClerc, Sr. Technical Services Representative, Evolution1

Evolution1’s customer base is almost exclusively third-party administrators (TPAs) and health plans rather than individuals, so the company’s biggest challenge is communicating their service level agreements and processes to their TPA and health plan partners. With RightNow, Evolution1 has one multi-channel contact center solution to support four business entities—Benny Benefits Card, PayDirect, Lighthouse1, and most recently Evolution1’s in-house IT, including the company’s intranet. Because Evolution1 has three different contact centers with both in-house and external agents, the single solution ensures that customers get the same level of support and consistent answers no matter how they contact the company—phone, email, or webform. The RightNow solution is easily configurable, enabling Evolution1 to tailor the agent desktop for each business unit. This gives agents different access and views, depending on which areas they support. The differentiated views also help bring new agents up to speed quickly. “Our agent training takes about two hours so we know we’re doing things right,” says Tom LeClerc, Evolution1’s senior technical services representative.

 
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About Evolution1

 
 

 
 

Challenges

  • Implement a customer experience solution that scales as the company grows
  • Provide excellent customer care to B2B clients as well as internal employees
  • Create a customized customer portal to log incidents for increased efficiency and cost savings

Solutions

Oracle Product and Services

  • RightNow Technologies
  • Four separate entities supported by one multi-channel solution
  • Solution supports in-house and outsourced agents around the globe
  • 80% - 90% first-call resolution rate for Benny® Benefits Card division
  • 96% of incidents closed within 24 hours
  • PCI secure cloud provides security for confidential member information


This story was originally published on RightNow.com