The client, a U.S. based health insurance agency, specializes in ACA, Medicare, dental, vision, and life insurance across multiple states. Despite their tech-driven model using tools like HealthSherpa, GoHighLevel, and Zapier, the growing volume led to operational strain. Client inquiries, billing issues, and policy updates piled up, with important tasks like payment reminders and document collection being missed. Agents spent too much time on admin follow-ups, and the CRM was underutilized due to poor tracking and inconsistent updates, affecting responsiveness.
Cloudriva solutions
CloudRiva provided a full-time Virtual Assistant for client coordination, CRM tracking, follow-ups, and proactive communication on billing, coverage, renewals, and missing documents, ensuring data integrity.
Client communication
Strengthen client communications with clear updates, fast replies, and consistency.
Policy support
Simplify policy support with clear guidance, timely updates, and full compliance.
Results
Within two months, CloudRiva cut client response times by 60%, ensured over 90% of documents were collected before deadlines, and freed up 12–15 hours weekly for agents to focus on revenue tasks. Real-time CRM updates improved lead management, while client feedback highlighted better communication and increased professionalism.
