Case Study: CNM Prévoyance Santé achieves 100% remote, personalized customer service with Vocalcom Hermes

CNM Prévoyance Santé achieves a 98% call answer rate with Vocalcom

CNM Prévoyance Santé, a supplemental health insurance company, faced the challenge of providing a personalized customer relationship entirely through remote service. Their critical customer service center needed to improve the customer experience and optimize conversions, especially for members less comfortable with digital communications. To meet these challenges, they partnered with vendor Vocalcom to implement a contact center solution.

The Vocalcom solution provided an omnichannel platform integrated with CRM data, enabling a highly personalized customer relationship. The results were significant, with the solution helping CNM Prévoyance Santé achieve a call answer rate of between 96% and 98%, responding to more than 90% of all calls and handling over 80,000 inbound and outbound calls per year for its 90,000 members.

CNM Prévoyance Santé