Case Study: Medavie Blue Cross reduces Tier Two escalations by 50% with ProcedureFlow

Medavie Blue Cross Leverages ProcedureFlow to Decrease Escalations to Tier Two by 50%

Medavie Blue Cross, a Canadian health insurance provider, needed a better way to help customer service representatives handle complex calls and improve member experience. The company wanted to simplify its processes and reduce reliance on Tier Two support, and turned to ProcedureFlow to help guide employees through its systems.

ProcedureFlow helped Medavie Blue Cross capture the knowledge of its best performers in a single source of truth with easy-to-follow, step-by-step procedures. As a result, ProcedureFlow reduced escalations from the contact centre to Tier Two by 50%, while improving employee confidence, training, quality, and consistency.

Medavie Blue Cross

Rachel Mills

Director of Project Sponsor