Case Study: Healthcare Technology Provider boosts CSAT and gains real-time Salesforce integration with Five9

Healthcare Technology Provider Personalizes Member Services

A healthcare technology provider that connects hundreds of vendors, benefits resources, and plan designs into a personalized member experience needed an enterprise-grade contact center to support highly tailored, empathetic interactions. Their legacy cloud ACD required intensive manual maintenance, offered unreliable and limited reporting, and could not integrate with Salesforce—hindering scalability, agent efficiency, and customer satisfaction.

The company implemented Five9 embedded in Salesforce and added workforce management, quality management, interaction analytics, and a technical account manager. This modern cloud solution delivered out-of-the-box Salesforce integration, near real-time reporting, streamlined agent workflows, and business continuity for remote work and disruptions—raising CSAT from 6 to 9, improving NPS, and enabling clearer ROI reporting that helped win new customers.