Case Studies for AI CPaaS
An Insurance Distributor
Challenge
The insurance distributor was dealing with collecting payments and having few agents available, at a high cost. Another issue was making sure agents spent their time on important tasks, like selling, instead of less valuable ones
Result
- 24% increase in self-service payments
- $2.3M in additional fees collected
- 22% decrease in agent calls
Solution
IntelePeer’s Smart Automation + Managed Solutions assisted with payment reminders to increase cash flow.
A Fitness Chain
Challenge
Meeting the goal of increasing membership and streamlining the member nurturing process while mitigating human costs posed difficulties due to underutilized sales counselors. This resulted in missed opportunities for membership conversion and staffing issues. Addressing these complexities was essential for finding an effective solution.
Result
30% conversion of leads to in-person appointments scheduled achieved, without interaction from a human staff member.
Solution
IntelePeer’s Communications Automation Platform (CAP) to send messages to guests requiring a downloadable guest pass to schedule club visit appointments.
Healthcare Organization
Challenge
The healthcare organization faced challenges in efficiently addressing patient inquiries, particularly in delivering crucial information on topics such as drug interactions, side effects, and refill reminders. With these inquiries predominantly handled by live agents, the existing process resulted in prolonged hold times for patients.
Result
Improved patient experience
The introduction of self-service patient management features has been a game-changer for the healthcare organization, leading to a substantial decrease in hold times for individuals seeking assistance. Additionally, IntelePeer’s AI-powered automated reminders have proven instrumental in aiding patients with monthly prescription refills and daily medication adherence.
Cost and process optimization
The intelligent routing has not only decreased communication costs but has also empowered agents to redirect their focus towards more high-value tasks. This forward-thinking approach is proving to be a game-changer, enhancing efficiency and enabling the team to contribute even more effectively to high-impact initiatives.
No system replacement
IntelePeer’s AI-powered CAP solution integrated seamlessly with the healthcare organization’s existing infrastructure, avoiding the need to replace their current system. By effortlessly layering CAP over their current contact center, the organization swiftly modernized its patient experience without disruption, reaping the advantages of a more efficient and future-proof solution
Solution
By successfully adopting IntelePeer’s cutting-edge Communications Automation Platform (CAP), the healthcare company was able to enhance patient personalization and streamline operations. Through the implementation of CAP, the healthcare organization experienced notable improvements, including expedited response times for patient inquiries, efficient prescription management, side effects information dissemination, and timely refill reminders. The comprehensive, AI-powered CAP solution has been instrumental in optimizing patient experiences and operational efficiency — all powered by hyper-automation and AI