Advanta Health – Scaling member services with Agentforce for healthier lives

Company Size

11 - 50 emp

Industry

Technology - Wellness & Fitness

Headquarters

Newark, NJ

Advanta Health partnered with Sercante to implement Agentforce solutions that scaled their member services team and addressed the needs of their growing customer base while upholding excellent customer service and advancing their mission for inspiring healthier, longer lives.

The
Challenge

Scaling member services for high-volume inquiries

Advanta Health is on a mission to help people live healthier longer lives through innovative wellness programs that improve the overall health and well-being of employees. Their ActiveFit+ solution measures, engages, and rewards members by monitoring their health activities, delivering multichannel wellness messages, and providing flexible incentives such as gift cards, a redemption marketplace, and HSA contributions—empowering members to take control of their health, resulting in better worker productivity, less absenteeism, and a reduction in healthcare costs.

As Advanta Health has grown to service over 3,000 employer groups and one million eligible members, their member services team was working through high volumes of phone and email inquiries related to eligibility, payment schedules, and general membership questions.
To continue to meet the needs of their growing customer base, while providing exceptional services, the Advanta Health team decided to seek out a more scalable solution through the latest technology available.

The Partnership

Teaming up to implement AI-powered solutions

Advanta Health was referred to Sercante by their Salesforce account team and shared what they were working to achieve. Sercante understood their goals and the two decided to move forward with an Agentforce implementation that would scale the capabilities of their member services team while upholding exceptional service.

Client feedback

The
Solution

Powering faster answers and streamlined support with Agentforce

The teams took a two-tiered solution approach. They wanted to streamline member inquiry intake and make it easier for the service team to get the information they needed to answer customer questions for exceptional service that could scale with their growing needs.

To address this, Advanta Health and Sercante started by customizing the default Agentforce experience to surface the answers for frequently asked questions directly from Knowledge articles to their member service team. Enabling them to cut down on their handle time while making responses more consistent across the board.
They then collaborated to build and deploy a Service Agent for their ActiveFit+ solution with thoughtful routing flows and embedded technical resources to support their front-end team.

Making it so members could get the answers they needed to their inquiries faster, while still having exceptional engagements when interacting with the member services team.

The Result

A scalable solution for exceptional member service

As a result of Advanta Health collaborating to use the latest AI-powered technology, they now have a scalable solution to support their member services team in providing exceptional service for their growing customer base. Early indicators showed a reduction in call disposition time for member service representatives, increasing their overall efficiency.

Members reaching out with inquiries experience a streamlined engagement that gets them accelerated answers to their questions, leading to longer usage of the ActiveFit+ app for an increase in customer engagement that supports their wellness goals to live healthier, longer lives.