Benco Dental Success Story

Case Study: DentalPlans.com

DentalPlans.com Realizes Gains with NICE CXone
Bringing the entire contact center operation onto the CXone platform has improved visibility, transparency, efficiency, productivity and cost savings—all enabling DentalPlans.com to continue to take advantage of its many growth opportunities.View storyCUSTOMER PROFILE
The company currently has over 100,000 contracted dentists, over 340,000 members and over $55 million in annual revenue. Its 110 contact center agents handle 400,000 inbound and 1.1 million outbound contacts annually, and the contact center accounts for $17–18 million of the company’s annual revenue. The contact center operates on one platform from three locations: Plantation, Florida, Las Cruces, New Mexico and Santiago, Dominican Republic.
- CXone Omnichannel Routing
- CXone Email
- CXone Personal Connection
- CXone Reporting
- CXone Open Cloud Foundation
- 17% reduction in average handle time (AHT)
- 50% reduction in abandoned calls
- 8% increase in average service levels
- Over $400,000 in annualized cost savings
ON THE NICE SOLUTION
“Having our entire call center on the CXone platform has made it so much easier to run our care operations, which has led to improved member satisfaction and cost savings.”
Senior ManagerWorkforce Operations and Analysis
DentalPlans.com
THE CHALLENGE
With rising dental care costs, dental savings plans offer a practical alternative to dental insurance. DentalPlans.com has carved out a fast-growing niche, acquiring nearly one-third of its 340,000 members in just the last three years, with no slow-down in sight. Provider- and customer-care teams also handle 400k inbound calls a year.Prior to moving to the CXone platform, the contact center operation didn’t run as smoothly. As recently as 2018, all member and provider care functions were outsourced. According to Gherman Duckworth, Senior Manager of Workforce Operations and Analysis, this outsourcing resulted in high costs and a lack of transparency and ownership of the customer experience.“We were essentially blind-transferring calls as opposed to keeping the phone lines active during transfers,” he says. “But that meant we didn’t have transparency on the back end of calls and had no control over AHT (average handle time). We couldn’t control scheduling, and we really couldn’t see in real time what was going on at all.”THE SOLUTION
Gherman says the company was unclear on what direction to take. “We wanted to streamline and close the gap on our deficiencies to be more effective and efficient,” he says. “We wanted to bring everything in-house, but cost seemed like a barrier, because we’d need as many as 50 extra licenses, additional ports and so forth. But after consulting with the NICE CXone team, we decided to pull the trigger. And I’m glad we did.”DentalPlans.com has continued to see steady and impressive improvements since implementing the NICE CXone platform. “We were able to cut our abandon rate in half,” he says. “We went from about eight minutes a call to around 6:30 or 6:40 minutes — about a 16–17% drop. And because we were still on a per-minute model, cost savings from the reduced AHT alone made the move worth it.”“Even before we made our move, I’d always thought that the NICE CXone platform was the best. So I’m really excited to see what comes next.”
Senior ManagerWorkforce Operations and Analysis
DentalPlans.com