Case Study: EML boosts client engagement and accelerates recovery-focused claims with Precisely’s EngageOne Video

EML Puts Interactive Video Technology to Work Improving Client Engagement

EML, a long-standing Australian claims manager and one of WorkSafe Victoria’s agents, needed a more engaging way to communicate complex workers’ compensation information to injured workers and their families. Traditional phone and written channels weren’t meeting client preferences or helping return-to-work outcomes, so EML turned to Precisely and design partner IVEO to explore a digital, interactive solution using Precisely’s EngageOne Video.

Precisely implemented a cloud-hosted, personalized interactive video that greets each client by name and lets viewers choose topics (payments, treatment, return to work). The solution has reduced basic process questions—case managers now spend initial conversations focusing on recovery—while analytics from EngageOne Video report how many clients view each scene and how much of each scene they watch, enabling continuous refinement; client feedback has been highly positive.

EML

Helena Swindells

Customer Experience Manager