Brokers innovates in customer service and preventive medicine with the support of Bitrix24

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If there is one thing that the pandemic has highlighted, it is the concern of Brazilian companies with the health and well-being of their employees. Noticing this trend was enough for the brokerage firm Brokers to put into action an audacious plan to meet the growing demand from beneficiaries of corporate health plans , which represent approximately 70% of all company services.

Through a strategy focused on preventive medicine, supported by Bitrix24 technology , the company was not only able to monitor the symptoms of thousands of associates, but also raised indicators that allowed efficient management of the internal support team .

Continue reading this success story to find out how this was possible and what tools Brokers used to further strengthen relationships with customers.

Brokers, a complete insurance boutique
Brokers is an insurance brokerage with a broad portfolio. Since 1991, it has been operating in a wide range of segments, ranging from corporate health plans to automobile and maritime transport policies.

The company has been standing out in the market for its diversity of services – which make it a true boutique – in addition to its consulting model focused on close relationships with clients . However, after reading this story, you will agree with us that creativity in the face of adversity is another great characteristic of the company's success.

Argos Partners
[Argos Partners Team] In the background on the left: Marcelo Schaimberg (Co-Founder), in the front on the left: Michel Tabach (Responsible for Elementary Branches), in the center: Paulo Chut (Responsible for Operations and Finance), in the background on the right: Ricardo Levy (Co-Founder) and in the front on the right: Luciana Yahata (Responsible for Benefits and Viva Bem).
The challenges of managing a remote team
When the Covid-19 virus arrived in Brazil in mid-March 2020, Brokers, which is headquartered in Rio de Janeiro and São Paulo, found itself facing major challenges – as did virtually every business around the world.

However, these challenges were just a stimulus for implementing creative solutions across the company, particularly in the area of ​​customer support.

The first of these challenges was managing the entire team remotely . The priority guatemala telemarketing data at that moment was to find an economically viable tool that would be capable of promoting agile and transparent communication .

Based on these needs, Project Manager and SWAT Team Leader, Maria Mello, began the search for tools that could unify communication between different sectors and, most importantly, that could be easily assimilated by different professional profiles .

It was through this search that Maria first came across the Bitrix24 platform , which would not only help with this challenge, but would be fundamental for a series of projects focused on customer relationships .

Turning Bitrix24.CRM into an efficient triage system
The Internal Communication module was just the beginning of this story.

Once the company had overcome the phase of implementing remote work, it was time to do something about customer relationships .

Thinking about promoting preventive medicine among members and, thus, reducing companies' costs with the activation of corporate health plans, the brokerage created the Viva Bem project in 2017. This project is nothing more than the brokerage's own multidisciplinary team, made up of nurses and social workers, responsible for all health actions and care for beneficiaries.

Thus, since the beginning of the pandemic, Viva Bem began to generate a great demand for the company. However, for this approach to be scalable, a tool was needed that would assist the team in the various educational actions to guide people , in addition to constant monitoring of the beneficiaries' symptoms .

Project Manager, Maria Mello, then needed to understand how the use of technology would help this project and which technology would be able to:

Monitor potential symptoms of associates in a scalable manner;
Manage the information resulting from this monitoring so that healthcare professionals can understand each case and, therefore, offer the best guidance to the patient;
That it be integrated with WhatsApp , the project’s main communication channel;
And that the technology was easy to assimilate and use by health professionals.
All this without losing the main asset of the Viva Bem team: care and attention to the health of each patient.

The first step was to look for a system that could easily manage messages exchanged via WhatsApp between healthcare professionals and people presenting symptoms of Covid-19.

That's when she found the exclusive PowerZAP app for Bitrix24 and was able to get to know Br24 , the platform's main partner and distributor in Brazil.

PowerZAP WhatsApp API

In addition to being satisfied with the features of the WhatsApp integration with Bitrix24 CRM – which solved practically all of the issues mentioned above – it was also a tool that was already widely used and accepted by Brokers employees.

According to the Project Manager, the ease of use of the platform was decisive in bringing Bitrix24 back, this time with the support of Br24, as a Brokers partner:

“It was essential that nursing professionals, who support our healthcare clients, were able to easily understand the tool. We didn’t have enough time to teach them the smallest details of a technology that wasn’t previously part of their daily routine.”

Maria also points out that the customization of CRM business cards and the integration with WhatsApp were a perfect fit for the project's needs:

“For us, the Bitrix24 CRM cards were not sales opportunities , but rather a record of each patient, and this was essential to the success of the project. We had little time to identify the symptoms of Covid-19 and the patient's risk level and connect with a healthcare professional. And the cards provided all this information very clearly, especially the record of the exchange of messages via WhatsApp, which allows for fully personalized service.”
Saving time by automating customer service
But as we said before, the demand was high and carrying out this monitoring manually brought up some other issues:

Monitoring of symptoms and feedback of messages only occurred during business hours ;
It was necessary to reduce the service time .
To achieve this, it was necessary to automate customer service with the Chat Booster app, also developed by Br24. Through an intelligent message exchange flow, Brokers was able to create an automated triage system that:

I applied a quick questionnaire to record symptoms in the CRM;
Based on the answers, it directed to the most appropriate guidelines;
Prioritized the most serious cases for immediate care by health professionals.