Client Story: Personify Health

client Story

Personify Health

Personify Health transformed the customer journey and reduced call center volumes by achieving a 60% containment rate.

About The Client

Personify Health provides innovative healthcare solutions, ensuring patients and members receive seamless, coordinated care. Known for prioritizing patient engagement and operational excellence, Personify Health supports healthcare providers and organizations in optimizing workflows and improving outcomes.

Problem

Before partnering with Zappix, Personify Health faced critical challenges that impacted both their operational efficiency and member satisfaction:

High Call Volumes: Redundant and repetitive inquiries overwhelmed staff, leading to delays and frustration for both employees and members.
Lack of Self-Service Options: Members had no way to independently resolve simple issues, creating unnecessary dependency on call center agents.
Operational Inefficiencies: Staff spent significant time managing repetitive tasks, leaving less time for complex member needs and strategic initiatives.

Personify Health needed a scalable, user-friendly solution to address these challenges while empowering members with self-service capabilities.

“Thanks to our Zappix partnership we are providing our customers with a smoother and more efficient customer service journey than ever before”

- Geza Csank, Senior Front Line Manager

Solution

To overcome these challenges, Personify Health partnered with Zappix to deploy a comprehensive Visual IVR solution, supported by an On-Demand App. The implementation targeted operational pain points, delivering efficiency and enhanced member experiences through:

Interactive Visual IVR: A user-friendly, intuitive interface connected to Personify Health’s existing IVR system to handle frequent inquiries efficiently.
Dynamic Self-Service Options: Empowering members to resolve issues such as FAQ inquiries, password resets, and form submissions independently.
API Integration: Seamless backend integration for real-time form status checks and reward requests.

Results

The Zappix partnership delivered measurable improvements for Personify Health in 2024:

60% Containment Rate
Zappix’s Visual IVR solution successfully contained 60% of member interactions, reducing the volume of calls that required live agent assistance.
High Engagement with the On-Demand App
The Zappix On-Demand App achieved tens of thousands of visits, demonstrating strong member adoption and engagement.
Reduced Call Volumes
By automating frequent inquiries and tasks, Personify Health saw a significant reduction in repetitive calls, freeing up staff to focus on higher-value interactions.
Enhanced Member Satisfaction
Self-service tools empowered members to resolve issues quickly, improving their overall experience.
Streamlined Operations
Staff were freed from repetitive tasks, enabling them to focus on complex member needs and improving overall efficiency.

Key Use Cases

FAQ Assistance

Password Resets

Form Status Tracking

Survey Form Submissions

Key Features

Visual IVR Integration
An intuitive, mobile-first interface connected to Personify Health’s IVR, enabling members to access information and complete tasks quickly and independently.
Automated Feedback and Survey Collection
Streamlined processes for gathering insights to continuously improve member engagement.
Real-Time Status Updates
Members could check the status of their forms or requests without needing to contact support.