Medicare Agency Scales Call Center from 20 to 200+ Agents
A Medicare Advantage-focused company needed to scale their call center operations rapidly. We implemented Salesforce with multiple integrations to support growth from a small team to a large-scale operation.
A Medicare Advantage-focused company needed to scale their call center from 20 agents to several hundred during AEP. Their existing systems weren’t going to handle the growth, and routing calls to agents licensed in the right state was already a manual mess.
We implemented Salesforce as the operational core, integrated AgentSync for licensing, Sunfire for enrollments, Five9 for telephony, and Workato as the integration backbone. The platform now routes calls automatically to licensed agents and supports the operation at 10x the original scale.
- → Scaled from 20 to over 200 agents
- → Connected CRM to enrollment system Sunfire
- → Streamlined agent licensing
- → Automatically route calls to licensed agents
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