Customer Success Story | Benefytt

Jenna Trott

5 min read | July 14th, 2022

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When Benefytt came to Access Global Group, they had recently experienced exponential growth; growing from just over 300 employees to over 2,000 in a short period of time. Despite Salesforce being an integral part of their organization, they quickly became overwhelmed trying to balance their personal growth with managing the robust system that is Salesforce. As an insurance company that engages in the development and operation of private e-commerce health insurance marketplaces, consumer engagement platforms, agency technology systems, and insurance policy administration platforms, they needed a strong system that would support their overarching goals and continued growth. Here’s how Access Global Group worked with Benefytt to transform their system.

About Benefytt

Chartered in 2008, Benefytt is a Tampa-based health insurance technology company that offers a range of Medicare-related insurance plans from many of the nation’s leading carriers, as well as other types of health insurance and supplemental products that meet the needs of consumers. Benefytt works hard to provide better, easier and more personal ways to get the coverage individuals want and need by utilizing their direct-to-consumer brand, healthinsurance.com. This offers seniors and Medicare-eligible consumers the ability to access powerful online comparison tools and educational resources that enable efficient self-guided navigation of available Medicare health insurance options.

Challenges

About two years ago, Benefytt made the decision to refocus and re-strategize their company which resulted in rapid growth from just around 300 employees to over 2,000 in a short period of time. Benefytt was already using Salesforce, however they became quickly overwhelmed trying to balance their personal growth with using Salesforce to its full functionality. As a result, development projects struggled to stay on schedule and overall organization and company functionality faltered as well. When sourcing a Salesforce consultant, Benefytt really struggled to find a team that was familiar with the intricacies of Salesforce but also recognized the criticalities of their company, such as: the way they needed to communicate, the way they needed projects to flow, and their overarching business goals. After losing their internal resource to another organization that offered to pay higher than market price, they were referred to AGG by a Salesforce lead and we began to work to solve many of the critical issues faced by Benefytt.

Solution

To address the series of challenges faced by Benefytt, Access Global Group implemented Salesforce solutions that aligned with the goals they wanted to achieve. This included implementing an overarching Contact Center and Computer Telephony Integration (CTI) solution that allowed Benefytt to easily monitor and record calls with real-time reporting. This provided their team with a complete picture of the client and the ability to make data-driven decisions accordingly. AGG also enabled custom scripting based on the caller product selection, region and type, which resulted in a drastic reduction in the contact center team’s average handle time. It also significantly reduced time to conversion from lead generation, to capture and close. Additionally, AGG created a custom system configuration to optimize work processes and boost team productivity. In doing so, Benefytt saw a significant reduction in the number of clicks to perform an operation which streamlined their workflow and freed up time to focus on revenue generating activities.

Results

Despite Salesforce being an integral part of Benefytt’s day-to-day operations, management felt a disconnect in usage and many key functionalities sat underutilized. With Access Global Group’s intervention, Benefytt’s counterproductive system transformed into one that facilitated team unity and optimization. By remedying their internal and external integration points, Benefytt was able to expedite their sales cycle and manage accounts with ease, giving them the ability to exceed customer expectations. Additionally, AGG configured work process automations with real-time updates to give Benefytt the peace of mind that when data was being entered into Salesforce, it was accurate and up to date. Because of this, Benefytt saw a 40% increase in sales numbers and a 30% reduction in aftercall time. Overall, organizational productivity improved, helping the team to build out a long-term strategic plan rather than rely on reactionary planning. AGG helped to marry the org and platform to help enhance Benefytt’s security and functionality, setting them up for success long term.

Customers

Why AGG?

Finding the stability of Access Global Group was described by Benefytt’s Chief Technology Officer, Travis Conley, as a “huge win.” He appreciated AGG’s commitment to solving the root of the problem rather than providing a temporary “band-aid” like solution that Benefytt had experienced in the past with other partners. Conley was also satisfied with the consistent communication throughout the project timeline and to know where the business stood at all points throughout the project. Here at AGG, client satisfaction is our number one priority. Our unique project methodology of customer centricity allows us to provide intuitive solutions that are uniquely catered to your organization’s needs. Through strategic planning and thoughtful implementations, we’ll work to streamline your work processes and be there to provide ongoing support every step of the way.

The Access Global Group team is thankful to have worked with such a wonderful organization and are wishing them luck in their future endeavors. Want to learn more about how Salesforce can help your organization? Click here to set up a meeting.

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