Proactive care to help Filipinos live their best life

With nearly two million customers across the Philippines, Maxicare recognised the need to evolve and provide an enhanced level of service to align with their changing needs. Today’s customers require more proactive guidance from their healthcare providers, spanning from preventive care down to post-surgery support.

“Healthcare is now a journey, and we are our clients’ navigators,” said Christian Argos, CEO of Maxicare.

In response to this evolving role, Maxicare integrated the voice capabilities of the Genesys Cloud platform into its contact centre operations to offer closer contact and proactive guidance to its customers. This move has resulted in enhanced service capabilities and increased customer satisfaction due to the platform’s intelligent routing strategies.

“The transition happened rapidly, and the experience has exceeded expectations,” added Argos. “There is a reason why companies that have customer interaction as their lifeblood rely on folks like Genesys.”

Achieving quicker customer call resolution times

Intelligent call routing now matches patient needs to the most capable resources. The feature has resulted in significantly faster and more efficient call resolutions for Maxicare customers, reducing call abandonment rates from 51% to just 13.57% — a 73% decrease since its implementation.

“The industry is trying to build the discipline of advising patients and being more proactive in telling them what they need, who they should see and what their options are,” said Argos. “It’s more bidirectional in engagement — being more focused on proactive and preventive care.”

Improving employee occupancy

Additionally, the platform’s workforce engagement management capabilities have helped enhance visibility and real-time intelligence on workforce skills and proficiencies. This has led to a more balanced distribution of calls across the workforce, aligning call centre demand with the required workforce.

For Maxicare, this balanced distribution has empowered their agents to exceed expectations. Within the first month of implementation, the number of calls handled by agents increased by 14.34% — growing to 50.76% in the second month.

Supporting future omnichannel ambitions

Ultimately, Maxicare envisions a single omnichannel platform that links all patient interactions across various channels, streamlining customer data — and culminating in proactive, contextual and personalised healthcare services for its customers. While data security and governance are paramount concerns, Maxicare is confident that its new cloud-based platform integration will address these challenges.

“Genesys plays a role in helping us reach these new KPIs because, eventually, as the journey moves from an initial call to chat to email, we’ll have visibility of all of it,” said Argos.

Genesys Cloud offers a wide range of built-in tools for omnichannel interaction, app integrations, service automation, reporting and analytics — providing a solid foundation for these ambitions. The platform’s special emphasis on security through state-of-the-art encryption algorithms is especially relevant to the healthcare provider’s concerns when dealing with highly sensitive patient data — making Genesys Cloud an ideal tool in realising its omnichannel goal.

“We’re at the start of the journey,” concluded Argos. “A lot of our ambitions now need to be scaled and executed, and that’s why Genesys moving fast is helping us move even faster.”