Clear Point Claims thrives with 8x8 Service Management

The Challenge: Getting more from the contact center

Clear Point Claims has been a happy 8x8 customer for a few years now, and the company uses both 8x8 Contact Center and 8x8 Work. Moving to 8x8’s cloud communications platform was a big stroke of good luck for the company as it made the change to 8x8 mere months before the COVID-19 pandemic hit, allowing its contact center staff to stay connected while safely transitioning to remote work during the lockdowns.

As an insurance claims adjuster, Clear Point’s contact center is typically answering questions about policies, claims, and payments. And when working with those customers in the contact center, the agents will use various communication channels, from messaging or a simple phone call to a more hands-on option like screen sharing.

Although Clear Point Claims’ contact center was thriving, the IT team had the feeling that they weren’t taking advantage of all that 8x8 had to offer. Plus, they needed additional, hands-on support for things like customizing their contact configuration, call queue set-up, call routing, and more. Luckily, 8x8 Service Management proved to be the perfect solution.

The Solution: 8x8 Service Management

With 8x8 Service Management, Clear Point Claims receives dedicated support from an 8x8 professional, who can handle the design and implementation of various elements of the contact center. Their 8x8 representative is available when needed, allowing the team to offload system tasks, saving time and money, and ensuring that the 8x8 platform offers the highest quality voice and the most reliable cloud based solution.

“8x8 Service Management has been great—it’s a huge value add,” says Mack Earnhardt, Account Manager at Clear Point Claims. “Our 8x8 representative has spent a ton of time with me, not only answering our questions but teaching me about user settings. Now, if someone has a problem, I can fix it. It’s all very quick and seamless.”

With a dedicated point of contact for support, any moves, adds, or changes are fast and easy, allowing Clear Points Claims to focus on serving its customers. It also makes it easier for the organization to adopt new products and services, knowing that personalized support will be available from the start. For example, Clear Point Claims switched to 8x8’s new Agent Workspace system, and support through 8x8 Service Management made the switch easy.

“We were hesitant to switch, just because we were so comfortable with what we had,” says Earnhardt. “But our 8x8 representative showed us how to get set up and it was an easy transition. And the new system is so great—it’s simple to use and provides great reports.”

The Results: Dedicated support, every step of the way

“We would definitely recommend 8x8,” says Earnhardt. “In fact, we’ve actually recommended it to several of our customers, some of whom are now 8x8 customers themselves.”

When it comes to everything that 8x8 has to offer, the biggest benefits for Clear Point Claims have been the insights gained through analytics and reporting and the ongoing support through 8x8 Service Management.

“We love having the ability to see details about the volume of calls we're getting week by week and the timeframes of those calls,” says Earnhardt. “With 8x8’s reports and analytics, we’re able to navigate shift schedules and optimize our operations, so that now our abandonment rate is under 1% and the average call is answered in under 10 seconds. Without those reports, we couldn’t have managed to do that.”