Genesys Cloud Drives Service Improvements for Modivcare

Modivcare, a provider of non-emergency medical transportation, remote monitoring, and personal in-home care, is transforming support for its 34 million members with Genesys Cloud.

The contact center platform supports the Denver-based company’s 2,600 contact center advisers, who manage 2.2 million monthly calls and email and messaging conversations through a single unified desktop.

With more than 35 million paid trips and 2.5 million remote patient monitoring interactions annually, Modivcare's contact center is a critical hub for customers. But its previous systems offered very limited capabilities, often went down, and could not easily be updated or accommodate new features.

"We wanted to give [customers] multiple options, and at the same time, we wanted to be able to create the same member experience no matter what path they came in on," explains Shane Ragland, Modivcare's senior vice president.

Modivcare spent six months evaluating solutions before choosing the Genesys Cloud platform and its embedded artificial intelligence, voicebots, and chatbots integrated with web messaging for seamless self-service.

"The big selling point for us with Genesys was that it has a three-layered backup. When one component goes down, you have two additional layers of backup that keeps the system up and running. If a server farm goes down, another one comes up immediately," Ragland says.

Members can use bots to schedule transportation, change or confirm reservations, seek ride assistance, ask for mileage reimbursements, and more. Now, 63 percent of members engage with chatbots for routine support, enabling Modivcare teammates to focus on high-touch interactions and escalations.

Modivcare went live with Genesys in April 2023. It took about three months to replicate the information and base capabilities it had in its legacy system. Even then, Modivcare didn't start with an enterprise-wide launch, instead rolling out the technology region by region.

The Genesys solution includes SMS messaging, which drives members to download and adopt a mobile application for ride alerts and notifications. Genesys Cloud has also been integrated with email, fax, and Modivcare's Pega CRM system to seamlessly secure data.

With Genesys Cloud Workforce Engagement Management, Modivcare benefits from advanced quality management tools, speech and text analytics, and gamification to help keep its teammates engaged.

Modivcare is seeing a huge upswing in member and teammate experience indicators since moving to Genesys Cloud. This includes a 31 percent reduction in average speed of answer and abandonment rates, a 3 percent increase in occupancy rates, and an 86 percent increase in teammate retention. There were other benefits, too.

"Our call volume has been cut in half from what it was, which is a good thing," Ragland says. Customer satisfaction has increased 5 basis points to 96 percent. Cost savings are projected to hit $50 million, and the percentage of self-service interactions has increased from 5 percent to 35 percent.

Increasing the percentage of self-service interactions is important, according to Ragland. "It means that we are meeting our members where they are. If they're technologically savvy, many want to use the technology to self-serve. This gives them an additional option to do that. And it drives great member experiences a s well."

Modivcare plans to leverage generative AI for knowledge base improvements, expand bot functionality, and take customer feedback and use it as a guide to improve overall workflows and member experiences, according to Ragland. "Today we have about 80 percent containment when people come in via our chat path. We're going to continue to expand that functionality within our facility as well as within our transportation portal," he says.

THE PAYOFF:

Since implementing the Genesys Cloud Platform, Modivcare has seen the following results:

• Call volume has been cut in half;
• Post-call satisfaction has risen 5 points to 96 percent;
• Digital interactions have increased from 5 percent to 35 percent;
• Average speed of answer and abandonment rates have been cut 31 percent.
• Occupancy rates have increased 3 percent.
• Agent retention has increased 86 percent; and
• Savings have been projected at $50 million.