As a major healthcare payment processing company (MHPPC), IVR was not a new concept. In fact, MHPPC had a code-based IVR in place before switching to Plum. However, as the company added features to their IVR the code for their legacy IVR became virtually unmanageable.
When developers are spending most of their time managing IVR code, it’s probably time to think about a new IVR. This is essentially what happened at MHPPC. The company’s Vice President of Product Development described their legacy system as “very painful” to work with.
In looking for a new IVR solution, ease-of-use was one at the top of the list for MHPPC. The company initially considered four or five IVR vendors but settled on Plum Fuse because of its user interface. The drag-and-drop functionality was a major plus in Fuse’s favor, and so too was the wealth of features available. The fact that Fuse lets users add features quickly and easily was a game-changer for MHPPC.
As a company that deals with both healthcare and financial data, the fact that Fuse is both HIPAA- and PCI-compliant eliminated both of those concerns all at once.
MHPPC built their own application and the entire process–development, testing, and deployment–only took a few weeks. Testing their applications, which had become a nightmare with their old system, became extremely simple. With the click of a button, MHPPC could clone their application. Then they could make changes and deploy the application in minutes for testing purposes.
The ability to quickly and easily add and test features made a huge difference to MHPPC’s team. Whereas before they were loath to implement new features because of the time involved, with Fuse they can add features quickly that greatly improve customer experience.