Emi, a leading health insurance company in Colombia, embarked on an ambitious project to redesign and improve its key telephone interactions with the help of Izo, a company specialized in customer experience management. The goal was to create an Experience Center that would offer exceptional service to its customers through phone calls and chats.

In collaboration with Emi's strategic team, Izo carried out an exhaustive process of redesigning the company's most important telephone and chat interactions. Areas for improvement were identified and new strategies were developed to optimize the customer experience on these channels.

To test the new phone and chat experience model, a pilot was carried out with the participation of 20 doctors and paramedics. During this pilot period, data was collected and adjustments were made to ensure effectiveness and customer satisfaction.

The pilot results were impressive. There was a 4.1% increase in the Net Promoter Score (NPS), indicating a greater willingness of customers to recommend Emi services. In addition, there was an increase of 7.2% in the Customer Satisfaction Index (INS), reflecting greater overall satisfaction among customers. Finally, a 4.3% decrease in the Customer Effort Score (CES) was achieved, indicating that customers experienced less effort when interacting with Emi through these channels.

In short, the collaboration between Emi Colombia and Izo resulted in the creation of an Experience Center that significantly increased the quality of the company's telephone and chat service. These results not only improved customer satisfaction, but also strengthened Emi's reputation as a leader in the health insurance sector in Colombia.

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