While managing high volumes of enrollments, the client faced significant productivity hurdles within a rigid CRM environment. A primary obstacle was “platform friction,” where agents spent excessive time toggling between their internal systems and external research websites to verify Medicare data.
This disconnected workflow was further complicated by the lack of integrated Computer Telephony Integration (CTI), which made call management a slow, disjointed process for customer service representatives and hindered their ability to provide rapid support.
Prudent formulated a total transformation of the digital workspace by deploying Salesforce Experience Cloud to create a highly intuitive and visually engaging interface tailored specifically to agent workflows.
To eliminate call management delays, we integrated CTI directly into the platform, enabling agents to handle all communications within a single, unified environment.
The client selected Prudent because of our ability to solve complex “digital friction” through custom engineering. Our most innovative contribution was the development of a unique browser extension that allows agents to access and update CRM data while browsing external Medicare websites.
This tool removed the need for constant tab-switching, allowing agents to verify information on external sites while simultaneously updating records. This holistic approach focused on removing technical barriers, allowing agents to dedicate their full attention to the customer experience.
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