Case Study: OptiCare Managed Vision achieves secure, faster member support and higher agent productivity with WhosOn

OptiCare Managed Vision - Customer Case Study

OptiCare Managed Vision, serving over 5 million members through a panel of 18,000 providers and processing 1.5 million claims annually, needed a way to provide swift, secure online support in its private member portal. As customers increasingly completed eligibility checks and claims online, the business required a HIPAA-compliant, installable live chat solution to meet strict security requirements and improve the online customer experience.

OptiCare implemented the self-hosted WhosOn live chat directly inside its member log-in area, enabling agents to assist users at the point of need and handle multiple enquiries without channel disruption. The result was a smoother online journey with reduced errors, faster service, higher agent productivity, and consistently positive feedback from both customers and support staff.

OptiCare Managed Vision

Bhupesh Rathod

Information Technology Supervisor