Case Study: FirstCare achieves better member experience and compliance with Kerv Experience and Genesys Cloud

FirstCare elevates member experience, call quality and compliance bar

FirstCare, the UK authority on workforce wellbeing and productivity, needed to move away from a rigid on-premise contact centre platform as the business grew rapidly and member expectations rose. Kerv helped assess the market and identify a cloud approach that could support 24/7 availability, improve the member and advisor experience, and keep pace with demanding service and compliance requirements.

Kerv implemented Genesys Cloud with omnichannel handling for inbound, outbound, callbacks and email, integrated with back-office systems and FirstCare’s CRM. The change enabled 150 home-based advisors within 48 hours, cut abandoned calls by 63%, reduced handling time by 30 seconds, lowered attrition fourfold, removed £305k in costs, and halved the time needed for quality audits, while also improving triage speed and supporting a resilient home-working model.

Firstcare

Suzanne Marshall

Clinical Governance Officer