Company Nurse, the premier nurse triage and injury reporting service for workplace injuries, has significantly increased efficiency, saved costs, and strengthened business continuity since expanding communications options with the Genesys PureCloud® platform. PureCloud is an all-in-one cloud customer engagement and employee collaboration solution from Genesys, the global leader in omnichannel customer experience and contact centre solutions.
Company Nurse’s contact centre agents use the PureCloud platform to ensure injured employees promptly receive appropriate care, companies maintain reasonable insurance rates by only filing necessary claims, and all requests are resolved efficiently and thoroughly.
“Our registered nurses are available to triage workplace injuries the moment they occur, 24 hours a day, 7 days a week, and 365 days a year,” said Henry Svendblad, chief technology officer for Company Nurse. “PureCloud has enabled us to handle a 20 percent increase in call volume with the same number of staff, leading to record revenue growth.”
According to Svendblad, the PureCloud deployment was efficient, simple, and cost-effective. The solution integrated seamlessly with their existing triage system, easing the support burden on the IT team and increasing agent productivity. “Now that all of our contact center communication tools are in a single application, with the click of a button, an agent can match an injured worker with a registered nurse in the employer’s state,” he said. “Costs have been reduced significantly by innovative features such as the callback function, which decreases the number of calls handled by our third-party overflow partner and drives savings of an estimated $50,000 per year.”
The Path to PureCloud
With one call to Company Nurse, injured workers can receive the care they need without delay – but only if they make that call. Amidst a shifting workforce, Company Nurse recognized that they needed to innovate their contact centre with a cloud-based omnichannel approach. “We had to go where our customers were going – beyond the phone channel and into SMS, social media, and web chat,” explained Svendblad. “By expanding the number of ways to contact Company Nurse, PureCloud increases the likelihood that our agents will capture and address workplace injuries.”
PureCloud real-time analytics allow Company Nurse to actively monitor the contact centre’s over 500 daily interactions. “With access to live feedback, we are able to easily tweak settings that enable our agents to capture a larger percentage of calls, without impacting quality of performance or service,” said Svendblad. “Additionally, the PureCloud Workforce Management platform uses real-time adherence, intraday monitoring, built-in forecasting, and automated scheduling to allocate staff efficiently and lower costs.”
The flexibility of the platform, combined with the commitment of the Genesys team, has increased the rate of innovation at Company Nurse. By taking advantage of PureCloud’s growing list of features, Company Nurse ensures each of its customers has an experience that is customized to their unique preferences. “It’s rare to have a solution that has a positive impact on every stakeholder in the process,” said Svendblad. “PureCloud serves as the spine that interconnects all of our services.”
Launched globally in 2015, the PureCloud platform is proven to provide a return on investment (ROI) nearing 600 percent* in three years and payback in less than three months. A true cloud offering based on microservices architecture, PureCloud is flexible, open, feature-rich, and built for rapid innovation, providing organizations with a future-proof solution for quickly scaling to meet customer growth.
*A commissioned Total Economic Impact™ of Genesys PureCloud study conducted by Forrester Consulting on behalf of Genesys, December 2017.
Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com