Case Study: MaxorPlus improves customer service efficiency with Observe.AI

MaxorPlus Elevates CX with Agent Coaching Powered by Screen Recording

MaxorPlus, a pharmacy benefit manager serving over 300 employers nationwide, needed a better way to train and coach its fully remote member advocates while maintaining strong customer service in a highly regulated healthcare environment. With Observe.AI’s conversation intelligence platform, including Screen Recording and Agent Performance and Coaching, the company aimed to improve visibility into calls, escalations, and compliance-related workflows.

By implementing Observe.AI, MaxorPlus gave supervisors a 360-degree view of interactions across audio, screen activity, transcripts, and metadata, making coaching more efficient and effective. The result was a 7% improvement in average handle time, a 2% increase in customer satisfaction, and a 2% rise in QA scores, while also helping more than 100 member advocates earn promotions and enabling faster delivery of client data when needed.

Maxor

Mitch Mann

Vice President for Member Services