This case study focuses on the use of XCALLY by one of the leading companies in healthcare in Nigeria, Avon HMO, and how the customer experience of its clients has improved through the use of the XCALLY omnichannel suite.
Who is the client company
Avon Healthcare Limited, commonly known as Avon HMO, is one of the leading Health Maintenance Organizations (HMOs) in Nigeria, committed to empowering people to live healthier fuller lives by providing access to quality healthcare services whenever needed without financial constraints becoming a life-threatening hindrance.
Avon HMO, which began operations in 2013, operates in the health and health insurance sector and is duly registered with the National Health Insurance Authority (NHIA).
Key features and strengths
- Comprehensive health plans: Avon offers a range of health plans tailored for individuals, families, associations and corporate organizations, ensuring access to quality health services whenever needed.
- Innovative services: provides on-site health risk assessments, occupational health management, and employee well-being services to promote a healthy and productive workforce.
- Digital transformation: Avon has pioneered digital initiatives, including launching retail health plans online for the mass market and enabling online purchase of health plans, enhancing accessibility and convenience for customers.
- National presence: the company has established offices throughout Nigeria, including Kano, Jos, Abuja, Port Harcourt and Enugu, to ensure nationwide coverage of its services.
Market position
Avon HMO has been recognized for its significant contributions to the health insurance sector in Nigeria. Notably, it was the only health insurance company in Nigeria included in the London Stock Exchange Group’s 2019 ‘Companies to Inspire Africa’ report, highlighting its dynamic growth and impact in the industry.
Client’s needs and requests
Why did the company contact Maxin Solutions?
The client reached out to Maxin Solutions, a key partner of XCALLY, following challenges with the previous contact center solution, which was struggling to effectively manage customer interactions. The customer had reported issues such as extended wait times and overall inefficiency in handling requests, which negatively impacted service quality.
What were their needs?
The organization was in need of a reliable and efficient contact center solution that could streamline communication and improve the customer experience. Their goal was to have a system that could manage a high volume of interactions seamlessly.
What services did they require and what were the set objectives?
The client required a contact center solution capable of high-quality voice interactions without delays or drops, as well as call routing and queue management to improve wait times.
What has been accomplished through XCALLY
The customer’s system was configured in line with their core requirements. However, as they continued to use the solution, additional benefits became apparent, such as integration with their existing systems and the automatic outbound dialer, which enabled them to handle higher call volumes more efficiently.
Key features of XCALLY’s provided solution
- Instant Customer recognition via API integration
When a policyholder calls from their registered phone number, XCALLY system instantly identifies the caller and retrieves his or her details via a secure API integration with Avon Healthcare’s system. This allows agents to view the caller’s details immediately, reducing wait times and improving the overall customer experience. - Effortless employee management (via Enhanced Caller Profile feature)
Health plans often include multiple employees, and XCALLY simplifies their management. Once a caller connects, the system displays all dependents connected to the caller’s policy, including names and relationships, on a single screen, ensuring quick and accurate responses to any inquiries. - Unified 360° customer view (supported by Omnichannel Dashboard)
Agents no longer have to toggle between platforms: XCALLY keeps everything on a unified interface thanks to its Omnichannel feature. The agent has instant access to all relevant details, enabling them to handle inquiries, claims, and policy updates efficiently while remaining fully engaged with the caller.
Achieved results
By choosing XCALLY, Avon has significantly improved agent response time, increased the number of calls handled by creating a tailored and more efficient service for its customers, while also reducing waiting times and ensuring a better context during interactions.
Partnering with XCALLY has transformed the way our team interacts with customers. The integration and easy navigation of the application have allowed us to deliver more efficient and personalized service. It’s been a game changer for our contact center operations.
Conclusion: a future inspired by customer experience with XCALLY
Avon HMO’s case study demonstrates how the implementation of XCALLY’s omnichannel suite revolutionized customer interactions’ management, leading to significant improvements in service quality and company satisfaction. Through innovative and integrated solutions, Avon HMO is now able to respond to its customers’ needs more effectively, positioning itself as a leader in the healthcare industry in Nigeria.
