Carenet Healthcare Services is implementing KANA Enterprise as a key solution for providing the next level of customer relationship management for its clients. Using data, clinical expertise, and customer engagement strategies, Carenet team members personally interact with their clients’ members and motivate them to take a more active role in their healthcare, ultimately lowering the cost and improving the quality of healthcare. With this change, the Carenet team will have a 360-degree view of members across channels and deeper insight to enable them to deliver richer, more personalized, and relevant member service. As a result, the company will be positioned to change the member experience and build brand loyalty for its clients.
“Health plans want to build new relationships with their members,” says John Erwin, CEO for Carenet. This “technology will provide the omnichannel capabilities we need to communicate more effectively, keep members engaged and help simplify their healthcare experience.” Carenet anticipates this will help build stronger relationships by making it possible for a team member to serve as a single resource to support all of a member’s healthcare needs.