Case Study: H2H Enrollments achieves better first-call resolution with GoTo Connect Contact Center

H2H Enrollments boosts first-call resolution with GoTo Connect Contact Center and 5-minute wrap-up time

H2H Enrollments, a company specializing in benefits education and support, faced the challenge of maintaining its high standard of one-call resolution for a growing and diverse workforce. Their manual processes, which included tracking calls via group chats and managing disorganized voicemails, were overwhelming for agents and made it easy for customer inquiries to be missed. The vendor, GoTo, addressed this with its GoTo Connect Contact Center solution.

The solution from GoTo streamlined operations with smart call routing, dedicated wrap-up time, a shared voicemail inbox, and AI-powered notes via an add-on. This resulted in less agent stress, more accurate documentation, and ensured no customer messages were missed. The implementation empowered H2H Enrollments to deliver confident, clear, and professional service, solidifying the platform as the foundation for their customer support as they grow.

H2H Enrollments