Case Study: EML achieves improved client engagement and personalized claims communication with Pitney Bowes' EngageOne Video

EML puts interactive video technology to work improving client engagement

EML, an Australian workplace injury claims manager and WorkSafe Victoria agent, needed a better way to engage injured workers who found traditional phone and written communications confusing. To give clients clearer, on-demand, personalized information and improve return-to-work outcomes, EML partnered with Pitney Bowes to pilot the EngageOne® Video interactive video solution.

Pitney Bowes (with design partner IVEO) delivered a cloud-hosted EngageOne Video that greets clients by name, lets them choose topics, and explains payments, treatment and return-to-work steps while complying with WorkSafe privacy rules. The Pitney Bowes solution has reduced routine process questions so case managers can focus earlier on recovery, provided scene-level view and completion metrics to refine content, and generated highly positive client feedback.

EML

Helena Swindells

Customer Experience Manager