Background:
The Challenge:
The COVID-19 global pandemic lockdown in March 2020 significantly impacted the client’s business. With reduced work capacity, they were unable to keep up with their usual internal collections volume, so they turned to Cedar for extra support.
In April, the client began sending Cedar batches of accounts 10x their usual placement volume. By October, they had placed over 12,000 new accounts.
How Cedar Financial Solved the Problem:
1) Cutting-edge technology for seamless remote support across all channels
- Contact Center as a Service (CCaaS) platform enabled us to quickly transition to remote work during the crisis so we could continue to provide seamless, PCI-compliant support for phone, email and SMS.
- AI-powered Live Call Guidance software ensures our agents always know what to say on the phone, while management can listen in, coach and take over, if needed – all from a distance.
- Secure interactive voice response (IVR) system and online payment portal allowed some patients to self-serve, freeing up our team to help those with more pressing issues and questions.
2) Strategic medical campaigns drive up patient engagement
Cedar Financial worked with the client to build custom letters, scripts and emails that better engaged patients about their accounts.
3) People-First Approach improves patient satisfaction during COVID-19
The Takeaway:
Cedar Financial has what it takes to handle any challenge – even during a crisis.
Ready to see what Cedar Financial can do for you?