Breaking Through the Bottleneck
How AmeriLife Benefits transformed their support operation with the perfect combination of tools.
AmeriLife Benefits transformed
support with Fluent Support
For AmeriLife Benefits, supporting 60 internal employees and over 1,000 customer groups required a more efficient and centralized helpdesk system. To achieve this, they use Fluent Support alongside FluentCRM and FluentBoards to streamline workflows and improve communication about projects and their statuses.
Company
AmeriLife Benefits is the Employee Benefits division of AmeriLife Group, LLC, which provides nationwide employee benefits and retirement solutions.
Location
Overland Park City in Kansas, United States
Website
From weeks to hours
Before implementing Fluent Support in May 2024, AmeriLife Benefits faced significant operational bottlenecks.
According to their senior director,
“Initially our response time was measured in weeks”.
Robert Floyd
Senior Director, Marketing & Sales Support
The company’s small but versatile support team was juggling multiple responsibilities: providing graphic design and web development services, managing client enrollment communication portals, creating sales assets, and handling various support requests across the organization.
With over 1,000 customer groups (employers) depending on their services, the weeks-long response times were unsustainable for a company committed to excellence in customer service.
The solution: Integrated workflow management
AmeriLife Benefits chose Fluent Support as the cornerstone of their operational transformation. They integrate it with FluentCRM and FluentBoards to create a unified workflow ecosystem.
This comprehensive approach allowed them to:
Centralize support operations
Streamline workflow Process
Automate routine communications
Track and analyze performance
The integration between the three Fluent platforms proved crucial. As it enables them to maintain visibility across all client touchpoints while managing internal requests efficiently.
Performance improvements
The transformation has been nothing short of remarkable. Since implementing the Fluent Support ecosystem,
AmeriLife Benefits has:
Resolved 927 tickets with their streamlined system
Reduced response times from weeks to hours for most requests
Achieved day-level resolution for more complex issues
Improved all key metrics of customer support by up to 100%
Floyd notes, “As we identified opportunities for improvement in our process, that has been reduced to days for certain issues and hours for most others”.
This highlights the continuous optimization enabled by the platform’s analytics capabilities.
Operational excellence
For AmeriLife Benefits, the combination of Fluent Support, FluentCRM, and FluentBoards didn’t just solve their immediate operational challenges! It transformed them into a more responsive, data-driven organization capable of supporting significant growth while maintaining service excellence.
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