SingleComm Case Study
Argo: Answering the call to success.
The situation
Argo Contact Center delivers world-class solutions in BPO and CX for customers in healthcare, finance, retail, non-profit, direct response, travel and more. The 500-employee company, which serves 45 customers in the U.S. and Central America, had five primary goals:
- Drive revenue growth
- Create long-term customer relationships
- Solve complex problems for customers
- Expand into different technology solutions
- Help customers improve NPS, drive revenue, and reduce costs
It also had goals specific to healthcare clients, including:
- Ensuring HIPAA and SOCII compliance at every tech touch point
- Offering PCI compliance
- Providing EHR integration with Epic, Cerner, Athena and others
- Managing the entire customer experience, including emerging telehealth care
Argo needed a contact center solution that could help them answer the call to do, be and achieve more.
The challenge
Argo wanted it all, a contact center solution that would:
- Decrease agent training time
- Provide A/B script and process testing for handle times, quality scores and more
- Offer easy customization and templated reports
- Maximize the customer experience
- Provide security and industry compliance
- Offer the ability to maximize NPS and minimize costs
- Enable “non-call” work pre-call and post-call to boost value and quality
- Deliver seamless integration with other platforms
- Generate more revenue with faster customer lifecycles, improved billing and revenue cycle management, more efficient customer/patient onboarding and more
- Support positive ratings, including those for governmental healthcare entities, such as Medicare and Medicaid
All at a low cost per seat and backed by service, commitment and integrity.
Impossible?
Not with SingleComm.
The solution
SingleComm offered an all-in-one solution that lived up to the name. Although Argo considered in-house and a la cart solutions, it chose to avoid the payroll costs of hiring and the hassles of inconsistent, outmoded “Frankenstein” platforms that result in inconsistent or non-existent reporting.
Instead, Argo put SingleComm’s three products to work:
- Workflow
- Analytics
- ACD
The results
The Argo-SingleComm relationship has been exceptional. Not only did SingleComm provide singular value and unparalleled service, it helped Argo:
- Increase revenue
- Reduce costs by 40%
- Improve clients’ processes and decrease inefficiencies
- Move into new enterprise verticals, including healthcare and finance
- Develop a roadmap to future successes
- Support immediate and long-term growth endeavors
SingleComm also helped Argo’s healthcare clients:
- Improve patient satisfaction
- Become experts in their business
- Increase procedure scheduling
- Increase first contact resolution
- Deliver proactive wellness solutions
Ready to drop the dead weight and embrace a CFO-pleasing figure?
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