Customer Success Spotlight
How NEBA Improved Answer Ratios by 20% with Nextiva Contact Center
National Employee Benefits Administrators, Inc. (NEBA) is a third-party administrator (TPA) that has been providing administrative services for Taft-Hartley employee benefit plans since 1994. A family-owned corporation, NEBA is headquartered in Pembroke Pines, Florida, with additional offices in Jacksonville, Florida, and Atlanta, Georgia. They offer a variety of benefit administration solutions, including plan administration, health and welfare, retirement, education plans, scholarship plans, vacation plans, apprenticeship plans, web services, and self-administered health and welfare plan services. NEBA is known for delivering customized services tailored to the specific needs of each client and their participants.
As part of their ongoing commitment to excellence, NEBA sought to enhance the quality of service they provided to their members by upgrading their existing technologies and improving their customer support infrastructure. Gabriel Miranda, the Chief Information Officer (CIO) at NEBA, recognized the need for a robust solution to handle NEBA’s growing call volumes and improve the member experience. With over fifteen years of experience and a strong commitment to innovation, Gabriel led NEBA’s efforts to adopt cutting-edge technology solutions.
The challenge
NEBA’s main objective was to improve the member experience by implementing advanced technology capable of managing the increasing call volumes while providing seamless and effective communication. Gabriel understood that this required a contact center solution that was both powerful and adaptable to NEBA’s unique needs.John Snyder, IT engineer and marketing manager at Lotus of Dallas, described the issues with Vonage: “Most of the conversations with Vonage Business were latency dropped jitters. It was like a 10% chance of actually being and staying in the conversation. My team would have to say, ‘I’m going to hang up and call you from my cell phone,’ because the line was so bad.”
The Solution: Nextiva Contact Center
With prior experience using Nextiva in other businesses, Gabriel was confident that it was the ideal fit for NEBA’s requirements. He proposed the adoption of Nextiva’s Contact Center, knowing it would provide the tools necessary to handle NEBA’s high call volumes and elevate their customer service. Gabriel described the implementation as a “glove that has fit perfectly into NEBA’s hand,” reflecting the seamless integration of the solution into their operations.
Implementation and Impact
NEBA’s teams quickly embraced Nextiva’s suite of advanced features, which significantly improved their performance and key performance indicators (KPIs). Real-time dashboards for performance monitoring and decision-making played a crucial role in NEBA’s commitment to data-driven insights and continuous improvement. The solution included:
- Skills-based Routing: Optimized resource allocation and expedited issue resolution.
- Workflow Customization: Enabled NEBA to tailor solutions to their specific needs, driving efficiency.
- Transcription Feature: Provided clarity and accuracy in customer interactions.
- Cold Routing Capabilities: Ensured seamless call transfers, reducing customer frustration.
These features empowered NEBA to enhance key metrics, such as answer ratios, waiting times, and escalation processes. In the first month, NEBA improved answer ratios by 20%, and escalations became simpler due to the system’s enhanced transfer functionality. Additionally, the waiting times on the phone were significantly reduced, contributing to higher customer satisfaction and operational efficiency.
Overcoming Challenges
Despite initial operational challenges, Nextiva’s Contact Center solution proved to be a beacon of efficiency, enabling NEBA to address productivity issues and drive operational excellence. Gabriel implemented proactive measures, such as automated wrap-up processes and optimized call handling times, which facilitated proactive management interventions. These efforts helped NEBA maintain high service quality standards and minimize errors in claims processing.
Ease of Use and Scalability
Gabriel emphasized the ease of use and scalability of Nextiva’s Contact Center solution. He noted that a campaign, including phone numbers and agents, could be set up within a couple of hours, showcasing the platform’s simplicity. Nextiva’s product was one of the few solutions capable of managing NEBA’s AdBank call volume, as well as their email call volume, without any issues. The simplicity of setup, combined with its powerful capabilities, made Nextiva unparalleled in the industry, according to Gabriel.
Results and Recommendations
Gabriel’s endorsement of Nextiva as a transformative partner underscores the value that the platform offers. He highlighted Nextiva’s simplicity, scalability, and exceptional support as key factors in their success. Gabriel pointed out that the ROI became evident as NEBA continued to grow into the platform, making the investment highly worthwhile. He expressed confidence in the longevity of NEBA’s partnership with Nextiva, recommending it to businesses of all sizes for its ability to deliver tangible returns on investment and foster lasting partnerships.
Conclusion
The integration of Nextiva’s Contact Center solution at NEBA marked a significant shift in their approach to customer service, reflecting their unwavering commitment to delivering unparalleled service experiences. Through Nextiva, NEBA has enhanced their operational capabilities, improved member satisfaction, and solidified their position as a leader in the third-party administration industry.
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