Case Studies

Our Knowledge and Expertise as Demonstrated to Our Valued Clients

Financial Services

We helped a Fortune 1000 financial services institution evolve from a simple IVR system to a comprehensive customer-focused self-service strategy.
Automated customer engagement involved a suite of self-service tools:

  • Check status
  • Account balance
  • Transaction history
  • Automated payments by phone
  • Payment reminders

The result is more than 75% of callers are contained in self-service amounting to over $1M in annual call center operations cost savings. The savings have enabled this customer to invest in call center infrastructure and customer experience assessments that have resulted in a greatly improved customer experience.

Utility Company

A gas utility company was struggling to take payments by phone using their existing call center. Customers were experiencing long wait times and agents taking payments via the phone were not PCI compliant. A poor customer and agent experience all the way around!

Aumtech completely transformed the way payments were processed. Prior to Aumtech, live agents processed payments over the phone, which was very inefficient and out of PCI compliance. Since the utility company implemented Aumtech solutions, payment calls are in compliance and the call center agents are more productive and able to handle more complex customer issues.

Overall benefits using the Aumtech platform are a 20% increase in agent productivity and a 35% increase in CSAT.

Pharmacy Benefit Manager

A national Pharmacy Benefits Manager (PBM) integrated outbound campaigns into their patient care strategy as many of their patients were experiencing a lack of needed prescription drugs due to late prescription refills. The result had a major impact on the quality of patient care.

Open rates for critical emails about patients’ prescription refills were rapidly falling. By shifting to outbound text messaging, they were able to ensure patients were notified about necessary refills and prescription drug recalls. They complied with health insurance requirements by integrating the results with insurance data, resulting in significant savings with the recently implemented efficiencies.

Bottom line is that Aumtech’s outbound notification solution helped improve the patient experience and aided this PBM to be in compliance.

Major Commercial Airlines

As COVID-19 restrictions lifted in 2022, this airline experienced a major increase in business and personal travel. The dramatic increase in reservations resulted in a major uptick in customer inquiries to their call center for flight status and reservation changes, resulting in long hold times and customer frustration.

The airline was able to take the pressure off its call center by transforming its customer contact into 24/7 self-service experiences with Aumtech’s Intelligent Communications and Collaboration platform.

The results amounted to a 35% reduction in wait time and a dramatic improvement to CX and CSAT.

Medical Device Manufacturer – Voice of the Customer

A global medical device manufacturer for glucose monitors and one of the worlds most trusted partner in monitoring blood glucose levels for diabetes care was in the process of assessing how best to ensure their devices were easy to setup and use, and most importantly, how they were doing when a patient called into their contact center for assistance.

They needed a flexible means to survey, collect and analyze real-time data on the effectiveness and value of their medical devices and how their call center agents were performing. Voice surveys by phone were the exact solution that resulted in crucial insights on how their glucose monitors were being utilized and where there were opportunities for improvement to provide the best patient care possible via their call center.

Annual Surveys by phone : 100K+

State and Local Government

The Department of Labor, Unemployment Office experienced a major inflow of calls during the Covid pandemic. Wait times exceeded 2 hours, customer frustration was at an all-time high and staffing levels had dipped as the workforce began to work remotely.

With Aumtech’s Intelligent Communications and Collaboration platform, the DOL Unemployment Office was able to automate 95% of all unemployment insurance eligibility calls and provide the ability to file an unemployment claim for over 80% of all inbound calls monthly.

The DOL Unemployment Office was able to take the pressure off its call center by transforming its customer contact into 24/7 self-service experiences with Aumtech’s Intelligent Communications and Collaboration platform. The results amounted to a 90% reduction in wait time and a dramatic improvement to CX and CSAT.

Leading Business Process Outsourcing (BPO) Provider

This globally recognized BPO with over 100K agents was experiencing high turnover and employee absence metrics challenges.

Aumtech’s Conversational AI voice solution was employed to allow an employee to report an absence and check the status of a call center site.  Available to all employees, the new solution is housed in Aumtech’s cloud and provides SMS text message follow-up for the employee and appropriate management so all can be assured the absence was reported successfully. It also tracks the status of each call center location to better communicate site status to each agent employee.

Major Commercial Airlines 

As COVID-19 restrictions lifted in 2022, this airline experienced a major increase in business and personal travel. The dramatic increase in reservations resulted in a major uptick in customer inquiries to their call center for flight status and reservation changes, resulting in long hold times and customer frustration.

The airline was able to take the pressure off its call center by transforming its customer contact into 24/7 self-service experiences with Aumtech’s Intelligent Communications and Collaboration platform.

The results amounted to a 35% reduction in wait time and a dramatic improvement to CX and CSAT.

Medical Device Manufacturer – Voice of the customer

A global medical device manufacturer for glucose monitors and one of the worlds most trusted partner in monitoring blood glucose levels for diabetes care was in the process of assessing how best to ensure their devices were easy to setup and use, and most importantly, how they were doing when a patient called into their contact center for assistance.

They needed a flexible means to survey, collect and analyze real-time data on the effectiveness and value of their medical devices and how their call center agents were performing. Voice surveys by phone were the exact solution that resulted in crucial insights on how their glucose monitors were being utilized and where there were opportunities for improvement to provide the best patient care possible via their call center.

Annual Survays by phone : 1M+

State and Local Government

The Department of Labor, Unemployment Office experienced a major inflood of calls during the Covid pandemic. Wait times exceeded 2 hours, customer frustration was at an all-time high and staffing levels had dipped as the workforce began to work remotely.

With Aumtech’s Intelligent Communications and Collaboration platform, the DOL Unemployment Office was able to automate 95% of all unemployment insurance eligibility calls and provide the ability to file an unemployment claim for over 80% of all inbound calls monthly.

The DOL Unemployment Office was able to take the pressure off its call center by transforming its customer contact into 24/7 self-service experiences with Aumtech’s Intelligent Communications and Collaboration platform. The results amounted to a 90% reduction in wait time and a dramatic improvement to CX and CSAT.

Leading Business Process Outsourcer (BPO) Provider 

This globally recognized BPO with over 100K agents was experiencing high turnover and employee absence metrics challenges.

Aumtech’s Conversational AI voice solution was employed to allow an employee to report an absence and check the status of a call center site.  Available to all employees, the new solution is housed in Aumtech’s cloud and provides SMS text message follow-up for the employee and appropriate

management so all can be assured the absence was reported successfully. It also tracks the status of each call center location to better communicate site status to each agent employee.

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