Case Study: Modivcare achieves $17 million cost savings and 150% digital booking revenue growth with Genesys

Modivcare - Customer Case Study

Modivcare, a transportation and care coordination provider serving millions of members, wanted to improve how it matched people to the right care while managing high call volumes and complex service journeys across multiple channels. Working with Genesys and its Genesys Cloud platform, Modivcare set out to create a more digital-first, personalized experience and better track performance across key KPIs.

Genesys implemented Genesys Cloud Web Messaging, bots, data tables, and Workforce Engagement Management, with Agent Assist planned next, to unify digital interactions and improve operational efficiency. The result was a 2-to-1 transactions-per-agent ratio, a 31% reduction in average speed of answer and abandonment, 63% more members using digital channels, 20% higher containment rates, 150% growth in digital-booking revenue, and $17 million in cost savings to date.

Modivcare

Heath Sampson

President & CEO