A decade-long partner incrementally grew its relationship with Alegeus from a card processing client that used proprietary platforms across its four divisions to one that now holistically leverages the end-to-end Alegeus solution suite. The partner closed the Alegeus loop — consolidating its contact center services into a single outsourced solution for claims processing and customer support.

Over the years, Alegeus cemented the partnership with organic growth based on results and service. Various lines of business began to leverage Alegeus WealthCare Support Services (WCSS) for claims and overflow calls. When Alegeus was able to take claims from a 6-10 day process to under 3 days and 4-5 minute wait times to under 2 minutes, the partner was able to replicate success across its 250,000 lives within a 12-month period.

The Alegeus WCSS team was quick to deliver a best practice strategy for success — leveraging Genesys Cloud, which delivers a unified customer and agent experience.

• IVR: Reduces time to make edits and updates, and the ownership of data allows for rapid analysis and addition of self-service menu items
• Agent desktop: Consolidated view of information that includes customizable screens and a supervisor monitoring system
• Quality monitoring tools: Call scoring and post call survey quality assessments
• Workforce management: Real-time scheduling and monitoring
• Dashboards: Real-time call center stats for contact center management
• Reporting: >100 built-in reports customizable to the partner
• Cloud Contact Center as a Service (CaaS): Delivers added redundancy

With a complete white-label solution that supported the partner’s go-to-market strategy, Alegeus was able to provide high-touch customer service not only at the participant level, but also as a customizable and white-labeled solution for the partner’s employer groups.

The partner was assigned a dedicated implementation team and a highly engaged support team to work through a conversion process and tiered roll-out plan for operational, system and support readiness, communication strategy, and quality monitoring and control. The implementation process started with a kickoff call to discuss questions and preferred responses the partner would like the Alegeus Customer Service Representatives (CSRs) to provide to employers and participants. The questions and responses were recorded to assist Alegeus with future CSR training.

In less than a year, the partner was able to see the value WCSS can bring and was able to implement the solution across all lines of business. With proper planning and tight project management, the partner is now positioned for growth and delivers a seamless customer experience across all CDH offerings and employers.

• 88% of all calls answered within 30 seconds
• 1.2% abandonment rate
• 96% call quality attained
• 99.7% of claims processed within 3 days

With claims processing and call center services in place, the partner delivers an end-to-end CDH experience that is powered by Alegeus. This partner’s experience exemplifies that the Alegeus white-glove service
and partnership approach deepens relationships and delivers a superior experience across all stakeholders.