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Case Study

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

Phoenix Health Fund

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.

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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