Maxicare Greatly Improves the Patient Experience with NICE
Maxicare, a leading Philippine HMO, has implemented NICE Workforce Management (WFM) to enhance its customer experience across multiple BPO partners. The implementation has led to significant improvements, including better forecast accuracy by 10%, reduced overscheduling, decreased response times, and fewer abandoned calls. The company achieved 90% customer satisfaction by restructuring business processes and implementing governance and change management practices. The WFM solution eliminated silos from different systems, bringing more structure to contact center operations and enabling data-driven insights on interactions.
Maxicare, un importante HMO filippino, ha implementato NICE Workforce Management (WFM) per migliorare l'esperienza del cliente attraverso i suoi partner BPO. Questa implementazione ha portato a migliorie significative, tra cui una maggiore precisione nelle previsioni del 10%, una riduzione delle sovrapposizioni nelle programmazioni, un abbattimento dei tempi di risposta e un minor numero di chiamate abbandonate. L'azienda ha raggiunto un 90% di soddisfazione del cliente ristrutturando i processi aziendali e introducendo pratiche di governance e gestione del cambiamento. La soluzione WFM ha eliminato i silos tra i diversi sistemi, portando maggiore struttura alle operazioni del centro di contatto e consentendo approfondimenti basati sui dati sulle interazioni.
Maxicare, una destacada HMO filipina, ha implementado NICE Workforce Management (WFM) para mejorar la experiencia del cliente a través de múltiples socios BPO. La implementación ha llevado a mejoras significativas, incluyendo una mayor precisión en las previsiones del 10%, reducción en la sobreprogramación, disminución de los tiempos de respuesta y menos llamadas abandonadas. La empresa logró un 90% de satisfacción del cliente reestructurando los procesos empresariales y aplicando prácticas de gobernanza y gestión del cambio. La solución WFM eliminó los silos entre diferentes sistemas, brindando más estructura a las operaciones del centro de contacto y permitiendo obtener información basada en datos sobre las interacciones.
맥시케어, 필리핀의 선도적인 HMO,는 여러 BPO 파트너에 걸쳐 고객 경험을 향상시키기 위해 NICE Workforce Management (WFM)를 구현했습니다. 이 구현은 10%의 더 나은 예측 정확도, 과도한 일정 조정 감소, 응답 시간 단축, 및 버려진 전화 통화를 줄이는 등 상당한 개선을 가져왔습니다. 이 회사는 비즈니스 프로세스를 재구성하고 거버넌스 및 변화 관리 관행을 구현함으로써 90%의 고객 만족도를 달성했습니다. WFM 솔루션은 다양한 시스템의 사일로를 제거하여 연락 센터 운영에 더 많은 구조를 제공하고 상호작용에 대한 데이터 기반 통찰력을 가능하게 했습니다.
Maxicare, un important HMO philippin, a mis en œuvre NICE Workforce Management (WFM) pour améliorer l'expérience client à travers plusieurs partenaires BPO. Cette mise en œuvre a entraîné des améliorations significatives, notamment une précision des prévisions améliorée de 10%, une réduction des surprogrammes, des temps de réponse diminués et moins d'appels abandonnés. L'entreprise a atteint un taux de satisfaction client de 90% en restructurant ses processus commerciaux et en appliquant des pratiques de gouvernance et de gestion du changement. La solution WFM a éliminé les silos entre les différents systèmes, apportant plus de structure aux opérations du centre d'appel et permettant des analyses basées sur les données des interactions.
Maxicare, ein führendes HMO auf den Philippinen, hat NICE Workforce Management (WFM) implementiert, um das Kundenerlebnis über mehrere BPO-Partner hinweg zu verbessern. Die Implementierung hat zu erheblichen Verbesserungen geführt, darunter eine um 10% genauere Vorhersage, reduzierte Überbuchungen, verkürzte Antwortzeiten und weniger aufgegebene Anrufe. Das Unternehmen erreichte eine Kundenzufriedenheit von 90%, indem es Geschäftsprozesse neu strukturierte und Governance- sowie Change-Management-Praktiken implementierte. Die WFM-Lösung beseitigte Silos zwischen verschiedenen Systemen, brachte mehr Struktur in die Abläufe des Kontaktcenters und ermöglichte datengestützte Einblicke in Interaktionen.
- Achieved 90% customer satisfaction rate
- Improved forecast accuracy by 10%
- Reduced overscheduling and operational costs
- Decreased response time and abandoned calls
- None.
Insights
This implementation of NICE's Workforce Management (WFM) solution demonstrates significant operational improvements for Maxicare's contact center operations. The 10% improvement in forecast accuracy and reduction in overscheduling directly impacts the bottom line through cost savings. The achievement of 90% customer satisfaction alongside improvements in key metrics like average handle time and abandoned call rates validates the ROI of this technology investment.
The successful integration across multiple BPO partners shows the scalability and flexibility of NICE's WFM platform. By centralizing workforce management and providing data-driven insights, Maxicare has effectively broken down operational silos and standardized processes. This type of digital transformation in healthcare customer service operations typically leads to sustained efficiency gains and competitive advantages in patient satisfaction metrics.
Maxicare’s implementation of WFM provides seamless CX
Maxicare maximized the usage of WFM across all its BPO partners by restructuring business processes, governance, and change management best practices. With access to data-driven insights on interactions, Maxicare has found a great improvement in average handle time, a decrease in response time, and a reduction in the number of abandoned calls. Forecast accuracy improved by ten percent, reducing overscheduling and costs, and agents now have more insight and access into schedules. With NICE, Maxicare has achieved 90 percent customer satisfaction and looks to improve this further with NICE’s digital innovation.
Charisse Dela Rosa-Leonardo, Senior Manager Contact Center, Maxicare, said, “We wanted to maximize usage of WFM, improve forecasting, fully utilize scheduling module from manual scheduling to automated, and monitor real-time agent activities. Change management was a key driver in user adoption.”
“With NICE’s expertise to streamline operations, Maxicare responded to changing business needs while providing seamless service to patients,” said Darren Rushworth, President, NICE International. “Having a holistic view of CX operations with NICE allows Maxicare to ensure its BPO partners achieve their maximum levels of performance. Enhancing workforce management directly benefits patient experiences and drives positive business outcomes, creating a win-win for all.”
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
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Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Rushworth, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the “Company”). In some cases, such forward-looking statements can be identified by terms such as “believe,” “expect,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “plan,” “estimate,” or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in economic and business conditions; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security breaches against the Company; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the
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Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
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Source: NICE
FAQ
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