customer engagement

Employee Family Protection digitally recreated in-person meetings to increase health insurance enrollments remotely

Client

Employee Family Protection, United States

Challenge:

Employee Family Protection, a leading health insurance solutions provider, was impacted heavily by the COVID-19 crisis. Since their counselors could no longer meet with their client’s employees, they were unable to guide them through the various options available to make the right health care plan enrollment choices. Disillusioned with this lack of personal guidance, many employees considered cancelling their policies. That’s when Employee Family Protection decided to look for a visual engagement tool that could recreate the in-person meeting experience remotely.

 

Solution:

Surfly enabled their counselors with a compliant co-browsing solution that allowed them to guide their customers in real time and explain complex topics easily. While exploring the various health insurance options available, the counselors could get direct input from the employees via voice or video chat. Surfly’s Co-browsing made the counselor’s job much easier as they could see exactly what their customers were seeing on the platform without them needing to download additional software.

 

Results:

The visual and collaborative co-browsing experience ensured that the employees understood the various health insurance options much faster. The counselors and employees could then also use Surfly’s collaborative document editing and e-signing feature to fill in a policy together. This led to shorter handle times for the counselors, allowing them to have a higher number of resolutions during the day. 

Surfly’s advanced collaborative functionalities and easy-to-use user interface has improved agent experience and enabled every counselor to provide a higher level of service.

Employee Family Protection share their Surfly experience

Catherine Demers

Benefit Service Center Supervisor

“Educating somebody on benefits can be very complicated. But an employee who’s never really experienced it really needs that extra education. And having them be able to see, touch, draw, and point arrows ensures that the relationship that gets built between a counselor and the employee is stronger.”

Story:

In the initial months post-covid, industries like health insurance were hit badly as they were highly dependent on meeting in-person to explain complex policies to their customers. 

One such company was Employee Family Protection, a leading health insurance solutions provider that works with companies worldwide to provide insurance solutions for their employees. Since meetings were made impossible post-covid, Employee Family Protection’s counselors could no longer interact with their client’s employees in-person. This meant that they could no longer personally guide them through the various health insurance options available, nor enable them to make the right enrollment choice.

Disillusioned with the lack of personal guidance, some of the employees stopped renewing their policies. That’s when Employee Family Protection realized that it was time to find a solution that recreated the in-person meeting experience remotely. 

After looking through various options, they chose Surfly Co-browsing, a compliant solution that enabled counselors to guide the employees in real time through various policies while getting input from them via drawing tools or video chat. Surfly’s Co-browsing made the counselor’s job much easier as they could see exactly what the employees were seeing on the platform without them needing to download additional software. Surfly’s collaborative document editing and e-signing feature also enabled counselors and employees to fill in a policy together. 

This visual and collaborative co-browsing experience ensured that the employees understood the various health insurance options much faster, leading to shorter handle times for the counselors that, in turn, allowed them to have a higher number of resolutions during the day. 

Surfly’s advanced collaborative functionalities and easy-to-use user interface has improved the agent experience and enabled every counselor to provide a higher level of service.

Key Benefits

  • For Companies

    Recreate the in-person meeting experience with compliant co-browsing

    Companies that need to provide a personal touch while interacting with their customers remotely need a compliant co-browsing solution like Surfly, enabling counselors to guide and collaborate with their customers in real-time.

  • For Counselors
  • For Customers
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Awards and Honors

  • Enterprise Insurance

    29 March 2021

    Why Surfly impressed me?

    “Surfly’s co-browsing solution is easy to use for both customers and agents, and the back-end system allow business to customize many different settings like user interface and the back list/ white list, and so on.
    What attracted me most is Surfly’s e-signature feature and document collaboration, which can help the insurance industry develop the digital online service significantly.”

    Read the full Surfly review on G2

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  • Administrator in Enterprise Financial Services

    25 May 2020

    A hassle-free solution that is friendly to use, easy to integrate, and affordable to adopt.

    “Universal browsing with video chat and document upload/download is a perfect combination for digital insurance! And I think the free trial and online resource is really helpful for early evaluation.”

    Read the full Surfly review on G2

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  • Catherine D
    23 November 2020

    Great additional service to our company

    “It is so easy! No one has to download anything for us to connect and the steps needing to make the connection is simple. It has great features that make it easy to show multiple websites and even be able to show documents loaded in my computer. To be able to swap control of the cursor back and forth is also great, so the end user can feel a part of their own enrolment.”

    Read the full Surfly review on G2

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    • G2 high performer europe badge