Case Study: Healthcare Technology Provider improves CSAT and real-time reporting with Five9

a healthcare technology provider improves CSAT by 3 points with Five9

The customer, a healthcare technology provider, was using an outdated automatic call distributor that required manual maintenance and had unreliable reporting. It also failed to integrate with their Salesforce CRM, hindering their ability to deliver personalized, enterprise-grade member support. They sought a modern cloud contact center solution to overcome these challenges.

The vendor Five9 implemented its platform with out-of-the-box Salesforce integration, allowing agents to work from a single screen with full customer data. Five9 also provided workforce management, quality management, and analytics tools. This solution enabled seamless digital and human interactions, near real-time reporting, and a dramatic improvement in their CSAT score from 6 to 9 on a 10-point scale, demonstrating significant return on investment for their enterprise clients.