Realizing the Benefits of Technology Transformation for Customers and Partners, Without Skipping a Beat
Missed sales opportunities, sluggish service, and cost overruns
A national provider of employee benefits, payroll, HR and employer services with 200,000 users and 20,000 partners, BenefitMall needed to improve user experience by providing their brokers with features that were lacking in their homegrown legacy system. Bottlenecks included partners struggling to identify up-sell and cross-sell opportunities, users becoming frustrated with sluggish, disconnected manual and digital experiences, and increasing call volumes indicating trouble with their existing system. BenefitMall was looking to fix these issues, while also lowering internal costs and reducing support calls by adding self-service capabilities to their partner experience.
Supercharging sales and service, without suffering downtime
BenefitMall engaged Argano to build and deploy a custom partner community to help brokers sell more, faster, by providing seamless access to digital sales tools, key customer data, and omni-channel support capabilities. The solution included a custom Salesforce Experience Cloud implementation, SSO omni-channel support (including Live Agent Chat, email, web, and phone-based options), multiple API/Batch integrations, and telephony integration for one-touch call transfers. This optimized mix of technology enhancements not only addressed the multiple issues plaguing BenefitMall’s sales and customer support team, but it also avoided causing any significant disruptions to day-to-day operations.
Optimized sales and support processes equals happier customers and partners for a healthier bottom line
With its new Salesforce-powered portal, BenefitMall brokers now have instant access to the critical sales tools they need to close deals, while BenefitMall itself is better positioned to retain existing partners and attract new brokers to its network. Measurable results include reduced inbound service calls, seamless customer experience, and lower technology costs. Argano’s expertise helped BenefitMall create an easy-to-use digital platform to provide their customers with a combination of best-in-class service and technology, far surpassing its competitors.
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