Established in the year 1999, MediBuddy is a third-party provider of medical services for
corporates. It boasts over 7000+ companies as clients, including international power-houses like
TCS, IBM, and Cognizant. MediBuddy provides a portal to every employee of their partner
clients; along with their spouse, parents and children. Providing real-time customer support to
millions of users meant that MediBuddy had to find an equally radical solution.
MediBuddy's Head of Customer Service, Aslam Sheikh knew he was living on borrowed time. Using
just email and phone calls, MediBuddys' team of over 250+ service reps was struggling to keep
up with the flood of incoming queries. MediBuddy ran various verticals for the services they
provided, like health checkups, medicines, consultations, lab tests, dental care,
hospitalization, and genome studies. Unsurprisingly, customers had questions about technical
topics; policy terms, coverage, partner hospitals, etc. Manually training human reps to answer
these questions was difficult, but answering the 800+ concurrent questions in real-time was next
Knowledge is Power, but Power is Power.
Aslam initially aimed to automate only a small portion of MediBuddy's FAQs. However, after a
sales call with Devyani Kolhapure, Verloop's VP - Business Development, Aslam set his sights
higher - Complete automation, with a skeletal support crew, without any loss in satisfaction
compared to a fully human support system.
Using Verloop's daily reporting tools, Aslam could identify where bottlenecks sprung up. He
could pinpoint what the most frequently asked queries on a particular day were and where his
team needed to improve documentation. The chatbots analytic accuracy cleaned up the noise that
came from human error and intervention.
Aslam's customer support staff is now just 25 people, down from over 250, and the bot allows
them to respond to queries in seconds, instead of minutes.
"Verloop's powerful FAQ features were accurate enough to rival real-time human support;
customers gave the bot identical CSAT scores - over 90% on average."
Hiring and training customer service representatives is always a challenge. MediBuddy's service
reps are put through a rigorous 2-week training regiment before they can even touch the phones
or type an email. This represented a massive drain in man-hours. Training all 250
representatives for two weeks rounds up to 500 weeks. Cumulatively, that's nearly 10 years.
Building the first rendition of MediBuddy's bot took under five days - from construction to
Time is of the essence.
Insurance is an industry that is in a constant battle between speed and sureness. Companies want
to be fast. They constantly boast about the speed of filing, claims and approval. But this speed
can't come at the expense of due diligence. Insurance companies can't afford to get sloppy or
cut time on the actual task of handling policies and claims. So how do you make processes faster
in an industry that needs to move slow?
Using a Chatbot, MediBuddy accelerated every step of the sales journey for their customers.
Customers were on-boarded quicker, had their questions answered faster and claims processed more
smoothly. Also, customers could also submit documents straight from the bot and could
have their concerns escalated in lesser time. The bot ensured that responses were consistent and
on-brand. All of these factors ensured that customers were given expeditious service and
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