ICMIF member and health solutions provider Simplyhealth has announced that it is the first Salesforce customer in the world to reply to email enquiries with a knowledge GPT enabled response. The mutual healthcare provider says it is now using Salesforce Einstein, Service Cloud and Sales Cloud to power productivity across its business through AI-powered customer experiences, enabling its services to become more accessible and easy to use. Since its launch, the time taken to respond to customer emails has reduced from 12 minutes, to just one minute.
Since partnering with Salesforce, Simplyhealth says it has taken an omnichannel approach to customer service with a 360-degree view of each customer. This has empowered agents with the ability to automate time-consuming administrative tasks. With the reduction in work time to send these emails, Service agents are using the extra time to focus on more engagement with customers, with particular focus on their most vulnerable customers and patients.
Salesforce Service Cloud enables Simplyhealth to speed customer responses and enhance accessibility of services. Agents are able to facilitate numerous live chats simultaneously, while Service Cloud Voice produces real-time call transcriptions and summaries, which can be used as a single source of truth for every customer, helping inform agents ahead of future conversations.
Einstein Next Best Action helps agents to follow best practices and ensures consistency in case response across departments. With Sales Cloud, customer leads are automatically routed to the right healthcare expert.
In healthcare, with the level of confidential data held, trust is critical. Designed for enterprise security standards, the Einstein Trust Layer’s zero retention architecture allows Simplyhealth to benefit from generative AI without compromising their customer trust and company data.
Claudia Nicholls, Chief Customer Officer at Simplyhealth said: “Generative AI has immense potential to revolutionise how the healthcare industry helps people to stay healthy and improve access to healthcare. With Salesforce’s Einstein Trust Layer we can have confidence that our customer data is secure and protected as we transform the agent and customer experience.”
Dan Eddie, Director of Customer Services at Simplyhealth said: “With Salesforce we’re excited to put into practice world-leading AI capabilities to transform how we support our customers and ensure our business is ready for a digital-first future. Generative AI presents an exciting opportunity for business and our employees. As an example, our Teams will be able to delegate time-consuming, administrative tasks to AI agents, leaving more time for them to focus on challenging, complex, and rewarding work.”
Zahra Bahrololoumi, CEO – UKI, Salesforce said: “As the healthcare landscape changes at pace, AI technologies are playing a critical role in helping providers to improve access to services and transform their experience for the better. We are delighted to be a trusted digital advisor to such a purpose-driven and customer-focused brand. Combining the power of data, AI, CRM, and trust, Simplyhealth is paving the way for the future of the healthcare industry, boosting productivity and skills across its business, and improving access to healthcare in the UK.”
