Aussie financial provider gains world-class cloud contact centre


Aussie financial provider gains world-class reporting tools through cloud contact centre transformation

Phoenix Health Fund logo

Over its sixty-five-year journey towards becoming Australia’s second-fastest-growing health fund, Phoenix Health Fund has come a long way, figuratively and literally. 

Phoenix Health Fund began its operation to support the influx of immigrating Scottish steelworkers of the mid-twentieth century, who were kickstarting Australia’s steel manufacturing industry. The Scottish by birth organisation migrated its operation to Australia to better support local steelworkers, in 1953.

The situation

While they enjoyed success as an organisation, Phoenix Health Fund did have several vulnerabilities and limitations in the customer experience (CX) they were providing. A variety of challenges became apparent to Sharon as she began re-shaping the organisation to cater to Australia’s general audience. 

Sharon needed expert support and technology to get the best from her capable team and maintain the award-winning customer satisfaction they were known for.

Enter Premier

Sharon had experience of working with Premier five years ago while she was managing the contact centre team and operations at Newcastle Permanent Building Society. Premier had successfully deployed their contact centre system and provided the necessary training to ensure it was a success for the Newcastle Permanent Building Society. Sharon notes that it is still the system they use today, half a decade later. 

With Premier being a known, trusted entity in the contact centre space, she reviewed them amongst competitors and found them the logical choice to work with again. 

Sharon needed a system for her small team that could scale with the growing business and customer service team. She had seen Premier Contact Point deliver robust technology solutions and was confident in their ability to support call integration, chats, and messaging into one streamlined contact centre system and provide the vital training and support needed to make it a success.


The relationship between Phoenix Health Fund and Premier Contact Point continues, with numerous projects on the CX front. The outcomes of the initial projects are already evident across the organisation.

Phoenix’s CX Outcomes:

  • Easy for staff to use
  • Cloud-based – access anywhere
  • Highly valued help desk
  • Business insights from class leading reporting tools
  • Compliance and quality assurance with call recording and agent scorecards

Is your organisation gearing up for a CX Transformation project? Book a discovery session

What our customer say

"Phoenix Health Fund has used Premier’s cloud-based solution, Premier Contact Point for the last 5 years. The system enables us to manage our member communications with flexible and responsive real-time and historical monitoring tools and full call recording capabilities for compliance purposes. The implementation process and training were very straightforward and we receive prompt support when requested."
Sharon Waterhouse
CEO, Phoenix Health Fund

Book your 30-minute discovery session

Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point

Phoenix Health Fund transforms CX with Premier’s cloud contact centre solution

Case Study

Phoenix Health Fund transforms CX with Premier’s cloud contact centre solution

Phoenix Health Fund logo

Being one of Australia’s fastest growing health funds, Phoenix Health Fund has always put their customers first and dedicated themselves to providing consistent 5 star service for their customers. But with the accelerating need to continue to scale to provide their services to a broader Australian audience, and a surprise global pandemic thrown into the mix, Phoenix needed to think bigger and gain experienced support when it came to developing the future of their contact centre solutions.

Our case study provides the full story of Phoenix Health Funds CX journey to the cloud. Simply fill out the form to get your complimentary copy.

Fill out the form to get your complimentary copy

The situation

Phoenix’s CX Objectives:

  • Scaling a successful organisation
  • Expanding to an Australia-wide customer base
  • Remote Workplace Management for Staff
  • Upholding CX company values
  • Urgent need for modern contact centre technology
  • Remote call review and management functionality
    Meet broadening customer CX expectations
“We needed a new system as soon as possible to provide more self-service options for our customers. As a small company, we operate during business hours but our customers wanted 24×7 access. The other challenge we faced was suddenly having all of our team remote working, and we needed our systems set up to enable our team to work wherever they needed to in Australia, or the world for that matter.”
Sharon Waterhouse
CEO of Phoenix Health Fund
“Premier Contact Point has delivered a great combination of powerful technology and great personal service, which is what we at Phoenix try to deliver ourselves as a business. I know I can trust Premier's solution to grow with our organisation which makes it easy as we have that reliable partnership and can continue to work with them."
Sharon Waterhouse
CEO of Phoenix Health Fund

Premier's solution

Phoenix’s CX Outcomes:
  • Easy for staff to use system
  • Cloud based – access anywhere
  • Highly valued help desk tools
  • Maximised staff availability
  • Business insights from class leading reporting tools
  • Compliance and quality assurance
  • Call recording and agent scorecards
  • Faster call response times
  • Reduced call downtime