Delivering exceptional service is crucial for any public sector institution. Many companies in the public sector are responsible for supporting vulnerable people, communities, and citizens looking for support in maintaining a high quality of life.
To ensure the ongoing trust of their users and support the community's growth in general, public sector organisations must remain on the cutting edge of the CX environment. Accessing scalable, agile, and transformative tools could be the difference between success and failure for any group.
When faced with a new demand to ensure support staff could continue to guide ageing adults, individuals with disabilities and those with chronic ailments, Public Partnerships (PPL) decided it was time to work with CX innovators, Five9.
Here’s what happened when Five9 and PPL joined forces.
Creating a Flexible, Forward-Thinking CX Solution
PPL (Public Partnerships Limited) supports individuals throughout the US with disabilities and chronic illnesses and ageing adults eligible for public Medicaid support. The public sector group allows users to remain independent and live within their own homes while giving them the freedom to self-direct their long-term care.
For many citizens, the service offered by PPL allows for an appealing alternative to being admitted into restrictive long-term care homes and agencies. PPL also helps healthcare organizations facing rising costs, growing populations, and administrative inefficiencies in serving more Medicaid eligible residents requiring long-term support.
As the world evolves and the way we communicate changes, PPL found its existing on-premises solution for communications and customer care growing increasingly less suitable. Increases in call volume made it difficult to stay on top of CX with the legacy service. The group needed to find a solution capable of quickly adapting to rapid growth.
While agents were doing their best to offer support to customers across various channels, disparate systems made it hard to transform at speed. The company decided it was time to implement a single, unified system capable of improving productivity and delivering greater visibility at the same time. With the previous on-premises system, Public Partnerships encountered significant challenges with data visibility. A new solution is needed to solve this problem.
According to the Director of the Customer Service Workforce for Public Partnerships, Shane Moodyman, the company wanted a new contact center capable of evolving with the business and unifying systems as new needs arose. They needed a contact center equipped to scale without compromising the integrity of the group’s existing customer service policies.
Accessing the Five9 Intelligent Cloud
As a provider of innovative cloud-first solutions for customer experience and support, Five9 was perfectly equipped to support PPL. The team chose the Five9 Intelligent contact centre in the cloud as it’s an all-in-one solution for evolving business operations. The solution's flexibility and scalability helped the company scale to support a customer base that has scaled more than 200% in the last 10 years.
At the same time, the cloud environment means Public Partnerships can work seamlessly with over 160,000 providers distributed across 23 states while meeting service level agreements. According to Moodyman, the previous on-premises contact center solution didn’t offer the visibility or simplicity required to integrate with other systems. Now, with Five9, there’s an excellent level of reporting for call volumes in real-time. This scalability also comes with integration capabilities, allowing for connections with important tools like Dynamics 365.
The PPL team can pull information about customers from other ecosystems into the Five9 environment without jumping between apps. According to the Public Partnerships leaders, post-call surveys indicate a significant increase in customer satisfaction, as the team has been able to answer calls quicker, decreasing speed to answer times.