Case Study: Global Health Services Company achieves 520% efficiency improvement and faster sales with Creovai's CallScripter solution

Global Health Services Company - Customer Case Study

Global Health Services Company, a global provider of medical, dental, disability, life and accident insurance, needed to modernise its contact‑centre operations to boost sales, reduce training time and stay compliant with frequent healthcare reforms. Legacy multiple‑desktop applications caused complex and costly training, repetitive data entry, data inconsistency and long call durations. Creovai was engaged to address these issues using a unified agent‑desktop approach (CallScripter) integrated with eLoyalty’s icDesktop and a Cisco dialer.

Creovai overlaid CallScripter as a business‑led unified desktop that validated and coordinated data across incumbent systems and integrated icDesktop/Cisco dialing to speed and standardise agent workflows. The solution cut a 16‑step quoting process to three steps, shortened calls, simplified training, improved data accuracy and compliance, increased agent retention and drove higher sales—delivering a measured 520% improvement in efficiencies and clear cost savings.