Case Study: Labor First Improve Operations

A retiree benefit management company has improved their operational efficiency with cloud technology from NewVoiceMedia.

The US company helps 30 different unions and 25,000 individual members receive cost-effective healthcare benefits to meet their retiree health demands.

The solution

Using the ContactWorld for Service solution, the number of members Labor First supports has increased from 4,000 to 25,000 without the need to increase staff.

With NewVoiceMedia and Salesforce, the company can also more effectively address retiree enquiries with the added flexibility to scale team resources in real time.

The benefits

The company has benefited from features including flexible working, which enables agents to work remotely as needed, integrated call recording, dynamic routing, callback, limitless scalability, reporting and dashboards.

These features support the ability to work remotely, which means that the company can hire customer advocates from all over the country, and they have the autonomy to be productive no matter where they are.

The other features maintain compliance with Medicare service guidelines while improving employee productivity by providing them with more bandwidth to establish deeper relationships and take on new clients.

“The difference between the way we were operating before and the way we’re working now is absolutely astounding,” said David Zawrotny, President of Labor First. “The solution enabled us to eliminate antiquated and manual call logging processes by automating call recordings and providing rich analytics around each engagement. These efficiency gains have been tremendous and helped us to expand into new markets and verticals. We’ve been going non-stop ever since.”

“The work that Labor First is doing for companies maintaining healthcare and retirement benefits is incredibly important and requires a lot of personal customer interaction,” said Jonathan Gale, CEO of NewVoiceMedia. “We believe that using ContactWorld will continue to help the company scale and maintain its leading customer service and support.”

For more information about NewVoiceMedia, visit their website.