Taking customer relationship management to the next level

Carenet Healthcare Services is deploying a software solution to enhance customer relationship management for its clients. The company, which helps healthcare organizations engage with customers, members and patients by providing expert medical support and proactive outreach, has chosen KANA Enterprise from KANA, a Verint company.

Carenet team members, using data, clinical expertise and customer engagement strategies, interact with the clients of their customers and motivate them to take a more active role in their healthcare. When the new system is implemented, the Carenet team will have a 360-degree view of members across channels and deeper insight so they can deliver more personalized and relevant member service.

John Erwin, CEO for Carenet, says, “Health plans want to build new relationships with their members. KANA technology will provide the omni-channel capabilities we need to communicate more effectively, keep members engaged and help simplify their healthcare experience. The KANA team has helped us realize this vision, taking the time to understand our business processes and aligning the system perfectly with our culture and service commitment.”

Carenet also expects that KANA Enterprise will help build stronger relationships by making it possible for a team member to serve as a single resource to support the entire healthcare needs of a customer.

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