Bluewave Services: Strategic Sourcing
A Non-Emergency Medical Transportation (NEMT) company is a leading provider of transportation services for patients who require non-emergency medical care. With 10 contact centers and over 1200 agents, the company is dedicated to delivering safe and reliable transportation solutions to its customers.
The NEMT company faced several challenges with its existing contact center infrastructure, which comprised a legacy hybrid premise/cloud-based platform. The system was becoming increasingly costly to maintain and lacked the scalability and flexibility required to support the company’s growing operations. Furthermore, the COVID-19 pandemic highlighted the need for a remote work environment, which the current system could not efficiently accommodate.
Recognizing the need for a comprehensive transformation, the NEMT company sought assistance to migrate from its legacy infrastructure to a fully cloud-based Contact Center as a Service (CCaaS) solution. They partnered with Bluewave to advise and assist them throughout the process.
The solution encompassed the following key elements:
- Fully Cloud-Based Solution and Work-from-Home Integration: The migration to a fully cloud-based CCaaS solution allowed the company to eliminate the need for on-premise infrastructure and enabled agents to work remotely. This flexibility significantly increased operational efficiency and ensured business continuity during the COVID-19 pandemic and beyond.
- Consolidation of Ecosystem: The company consolidated its contact center ecosystem by migrating to a single CCaaS provider. This consolidation streamlined operations, simplified management, and reduced overall costs.
- Integration of Line-of-Business Applications: The new CCaaS solution seamlessly integrated with the company’s line-of-business applications, enabling agents to access relevant information efficiently. This integration improved productivity and enhanced the overall customer experience.
- Operational Optimization: The NEMT leveraged the capabilities of the CCaaS solution to optimize its operations. The platform provided advanced reporting and analytics, enabling the company to gain valuable insights into agent performance, call volumes, and customer satisfaction. These insights helped in identifying areas for improvement and implementing targeted training programs.
- Future-Ready Foundation for New Technology Solutions: The CCaaS solution provided the NEMT with a future-ready foundation to adopt new technology solutions. This included the implementation of Conversational AI and Virtual IVA (Intelligent Virtual Assistant) to drive customer self-service, confirm appointments, and handle SMS text confirmations and appointment changes. The incorporation of AI-powered automation not only enhanced customer satisfaction but also led to substantial cost savings through labor reduction.
The transformation initiative resulted in significant benefits for the company:
- Annual Operations Cost Savings: The migration to a fully cloud-based CCaaS solution led to over $800,000 in annual operations cost savings. The company’s expenses were reduced from $2,015,120 to $1,192,600 per year, resulting in a remarkable 40.5% decrease.
- Work-from-Home Integration: Prior to the COVID-19 pandemic, only 5% of agents were working remotely. However, with the new cloud-based solution, the company achieved a remarkable increase, with 90% of agents successfully transitioning to a work-from-home setup. This change allowed the company to adapt quickly to the pandemic’s challenges while maintaining service levels.
- Improved Efficiency and Customer Experience: The integration of line-of-business applications and operational optimization led to improved agent productivity and enhanced customer experiences. The company achieved higher first-call resolution rates, reduced call handling times, and increased customer satisfaction scores.
- Future-Proof Technology: By adopting a fully cloud-based CCaaS solution, the NEMT established a future-ready foundation for integrating new technology solutions. The implementation of Conversational AI and Virtual IVA resulted in substantial labor reduction, estimated to save over $1 million annually.
Other Case Studies
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