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Hosted Contact Center Helps Insurance Startup Soar

June 04, 2014

By Mae Kowalke,
TMCnet Contributor

Start-ups are notoriously unstable. While there certainly is a dream, what the future holds exactly is far from certain.

This is also true for the tech industry, with technology changing all the time. So when Brian Ernst and Thomas Paull started a Missouri-based insurance brokerage for the senior market in 2011, he looked for flexibility and adaptability in a contact center solution.

This led the duo and their new firm, Senior Health Solutions, to the Five9 (News - Alert) cloud contact center solution.

Five9 delivers a turnkey contact center solution that that is scalable, easy to use, and accessible from anywhere.

“It was expandable, and it was compliant,” Paull said. “There were no long-term contracts, either, so the risk was very low on our side. It fit our business model completely.”

The flexibility of being able to have two seats or 100 seats, and increasing or decreasing that number, was very important to the company, according to Paull.

Also important has been the compliance functionality.

“Door-knocking to sell insurance to Medicare recipients is not allowed, but recently one of our prospects claimed we were door-knockers,” Paull noted. “With Five9 recording capabilities, we were able to show not only a record of the appointment we set with the prospect, but also the day and time the appointment was set and the rep who set it. It was fantastic.”

The system also shielded the company from do-not-call complaints. If a customer claims that Senior Health Solutions is not following do-not-call rules, the company can easily show a printout of actual call logs.

The Five9 solution also has enabled the company to create multiple sales campaigns, something the company didn’t need at first but grew into as it matured.

With Five9, Senior Health Solutions was able to create multiple campaigns with different data sets, which helped it expand into new areas such as life insurance and indemnity coverage.

“If we’re languishing in one zip code, we can simply move to another one,” Paull enthused. “It literally takes just seconds to do. The Five9 system is unbelievably efficient.”

Start-ups need a lot of help to get off the ground, including flexible partners. With Five9, Senior Health Solutions found a partner that could help the company blossom.




Edited by Stefania Viscusi