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Leumit Healthcare erhöht die IT-Unterstützung mit CommBox für Salesforce

Vertreter des Gesundheitswesens. CommBox & Leumit

60%

Increase in digital adoption

35%

IT support shifted to messaging 

25%

Agent productivity uplift

19%

Customer satisfaction improvement 

60%

Increase in digital adoption

25%

Agent productivity uplift

35%

IT support shifted to messaging

19%

CSAT improvement

About Leumit Healthcare

Leumit Healthcare Services is a leading healthcare provider, serving over 700 thousand patients and engaging over 7,000 internal users, including medical professionals and administrative staff across the country. The organization is committed to providing accessible, high-quality healthcare services to its members. 

Industrie

Gesundheitswesen

Kanäle und Integrationen

WhatsApp, Email, Messenger, Instagram, Chat, IVR, Salesforce 

Mannschaften

Customer Service, Sales

Größe des Unternehmens

Enterprise (5000+)

Anwendungsfälle

  • IT Support on WhatsApp
  • Check inquiry status 
  • Documentation in salesforce
  • Human support 
  • Professional healthcare service for pregnant women 

Industrie

Gesundheitswesen

Kanäle und Integrationen

WhatsApp, Email, Messenger, Instagram, Chat, IVR, Salesforce 

Mannschaften

IT Support, Customer service

Größe des Unternehmens

Enterprise (5000+)

Anwendungsfälle

  • IT Support on WhatsApp
  • Check inquiry status 
  • Documentation in salesforce
  • Human support 
  • Proffesional human healthcare service to pregnant women 

Die Zielsetzung

Meeting growing support demands in healthcare

Leumit faced several critical challenges in managing its internal IT support and customer service:

  • High-volume requests leading to long wait times – 90% of service was delivered via phone calls 
  • Limited self-service options for common IT issues
  • Documentation and tracking of support requests
  • Need for faster response times to minimize healthcare service disruptions
  • Complex communication needs for both internal staff and end-users

Die Lösung

Support automation on WhatsApp, integrated into Salesforce

To address their support challenges, Leumit implemented CommBox’s omnichannel CX platform as their primary communication solution. The implementation focused on:

  • Deploying WhatsApp as the main channel for IT support requests, allowing users to engage an IT expert via WhatsApp and also perform self-service actions such as resetting passwords, getting information and more. 
  • Offering personalized WhatsApp service to pregnant women called “Mom”, assisted by healthcare professionals such as nurses available on WhatsApp, email and phone. 
  • Integration with existing Salesforce CRM system, enabled efficient and continuous inquiry management, including data synchronization and conversation history. This allows them to offer a personalized experience and perform actions that require system access, such as password resets.
  • Implementing a user-friendly interface for managing communications with customers and internal users 
  • AI chatbot for 24/7 automated support
  • Creating comprehensive self-service options with a knowledge base and guide
  • Analytics tools enabled Leumit to track agent performance, response times, and overall system efficiency. 

“CommBox helped us shift 35% of inquiries to WhatsApp and provide fast, efficient IT services to thousands of users”.

Nir Nissim, Communications Development Manager.
Leumit Healthcare 

Das Ergebnis

Exceptional improvement in agent productivity and customer satisfaction

Implementing CommBox proved to be the ideal solution for achieving Leumit’s core objectives: balancing contact center loads, improving service efficiency, and streamlining communication across channels.

Leumit’s IT support and customer service departments now handle thousands of requests while maintaining high service standards.

The integration with Salesforce enabled a two-way data flow and documentation of conversations within the CRM. This allowed Leumit to provide internal users with precise technical support based on organizational information and previous interactions.

Implementing CommBox proved to be the ideal solution for achieving Leumit’s core objectives: balancing contact center loads, improving service efficiency, and streamlining communication across channels.

Leumit’s IT support and customer service departments now handle thousands of requests while maintaining high service standards.

The integration with Salesforce enabled a two-way data flow and documentation of conversations within the CRM. This allowed Leumit to provide internal users with precise technical support based on organizational information and previous interactions.

Remarkable achievements:

  • Shifted 35% of IT support requests to WhatsApp, routed from phone calls 
  • 60% increase in WhatsApp adoption, due to routing from phone calls 
  • 25% increase in agent productivity 
  • 19% increase in satisfaction rates from WhatsApp IT support – 92% CSAT score
  • Improved response times and overall IT support team efficiency
  • Enhanced ability to track and measure support performance
  • Significant cost savings as a result of digital support and automation

Über CommBox

CommBox is an AI-powered, omnichannel CX platform that uses advanced automation and conversational AI to securely resolve any customer inquiry. Founded in 2013, CommBox is a marketing leader empowering businesses to easily automate inquiries that require complex back-end processes, to truly reduce contact center load. Simple enough to get brands up and running instantly and secure enough for enterprises, brands using CommBox experience a radical increase in customer satisfaction, agent productivity, and cost savings. 

Automate your healthcare services at scale.

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