The Post-Enrollment Challenge

The enrollment season is over, but your work is just beginning. As your customer service teams handle the influx of new members, you're juggling multiple priorities: maintaining high service levels, ensuring quality interactions, and driving member retention. While your sales teams have done their part, the pressure now falls on service to deliver an exceptional member experience.

The Real Cost of "Business as Usual"

When you're operating at peak capacity with full staffing levels, it's easy to slip into survival mode. In these intense periods, inefficiencies often go unnoticed – but their impact is significant. Consider this:

• A single representative at $21 per hour (fully loaded cost) equals 35 cents per minute

• 40-60% of all calls are benefit-related

• Minutes lost to document searches, system navigation, and escalations multiply across thousands of calls

• The cumulative effect impacts key metrics: CSAT, NPS, and First Call Resolution

The ServiceSense Difference

Imagine transforming these challenges into opportunities:

• Reducing handle time by 2-3 minutes per call while improving accuracy

• Empowering representatives to handle each interaction with confidence

• Clearing queues faster while elevating service quality

• Achieving ROI through AHT savings alone

This isn't just wishful thinking – it's what Sensentia's ServiceSense delivers.

Powered by Advanced AI

ServiceSense's AI-driven Benefit Engine provides:

• Instant, accurate answers to any plan, benefit, coverage, or cost question

• Comprehensive support for J-Code and HCPCS with legal-grade accuracy

• Seamless translation between common language and clinical/claims terminology

• Integration with existing systems for minimal change management

Empowering Your Team

With ServiceSense, representatives can:

• Access comprehensive information without juggling multiple documents

• Provide confident, accurate responses immediately

• Focus on member engagement rather than information hunting

• Resolve inquiries faster and more effectively

Measurable Impact

Our solution delivers:

• Reduced Average Handle Time (AHT)

• Improved First Call Resolution rates

• Higher CSAT and NPS scores

• Enhanced employee satisfaction and retention

• Significant cost savings through improved efficiency

Beyond Efficiency: A Better Experience for Everyone

When representatives have the right tools:

• Members receive faster, more accurate service

• Providers get immediate, confident answers

• Teams experience less stress and higher job satisfaction

• Supervisors spend less time on escalations

• Organizations save millions in handling costs

The Time for Transformation Is Now

Don't let another season pass with suboptimal service levels and unnecessary costs. ServiceSense offers a proven path to:

• Reduce operational waste

• Elevate service quality

• Improve employee satisfaction

• Lower costs through efficiency gains

• Enhance member retention

Your Path to Service Excellence

Sensentia's ServiceSense has helped organizations save millions in handle time while exceeding their KPIs. Let your representatives focus on what matters most – building relationships with members – while our AI-powered solution handles the complexity of benefit information.

Ready to transform your customer service operations? Contact Sensentia today to learn how ServiceSense can help you deliver superior service at reduced costs.