Ashley Haynes

Director of Customer Operations, Aeroflow

Aeroflow Health is a personalized healthcare company that provides patients with easy access to medical equipment and supplies covered by insurance. The company specializes in motherhood support, continence care, sleep support, and diabetes management for a wide patient demographic. Aeroflow employs more than 500 hybrid and remote agents headquartered in Asheville, North Carolina. It handles a blend of inbound and outbound calls to support patients with product selection, insurance information, technical support, and general inquiries. 

Supernova Award Category: 
Next-Generation Customer Experience
The Problem: 

Breastfeeding is tough, and many new moms struggle with nursing and pumping effectively to provide for their babies. The early weeks at home with a newborn are critical, and the demands of caring for a baby can be overwhelming. Aeroflow understands this deeply and is committed to making this transitional period as smooth as possible for their customers. 

For Aeroflow, providing timely and empathetic support is paramount. Long wait times for assistance can exacerbate the stress and anxiety new mothers feel, leading to moments of frustration. As a company dedicated to supporting new mothers, Aeroflow recognizes that their customer care is not just a service, but a lifeline for moms in need. Reducing wait times, offering accurate information through self-service options, and providing compassionate support are all crucial components of Aeroflow's mission. By focusing on these areas, Aeroflow aims to ensure every mother feels supported and empowered during this time. 

In 2023, Aeroflow encountered several challenges in its customer service operations, including high call volumes, IVR abandonment, prolonged handle times, and inconsistent note-taking. These issues hindered efficiency and compromised the quality of customer interactions. Aeroflow soon decided to transition to a cloud-based outbound dialer, but soon realized the need for a more comprehensive platform to address both outbound and inbound calls while also improving customization and efficiency. 

The Solution: 

Aeroflow identified the need for a comprehensive solution to address its customer service challenges, including high call volumes and inconsistent note-taking. By evaluating various options, they selected Five9's cloud-based platform for its ability to offer scalability, AI-driven features, and customization capabilities. This choice allowed Aeroflow to effectively streamline operations, enhance customer interactions, and adapt to evolving needs in their contact center environment. 

The Results: 

Before implementing Five9's solutions, Aeroflow struggled with high call volumes, IVR abandonment, lengthy handle times, and inconsistent note-taking, leading to inefficiencies and subpar customer experiences. However, after integrating Five9's cloud-based platform, Aeroflow experienced significant improvements across various metrics. Call volume decreased by 10–15% with the implementation of Five9 IVA, reducing the strain on agents and enhancing self-service options for customers. Additionally, the adoption of Five9 Agent Assist and GenAI Studio enabled Aeroflow to generate consistent, nuanced call summaries, enhancing understanding of customer needs and feedback processes. Overall, the project not only optimized operational efficiency but also showcased the potential for AI-driven solutions to revolutionize customer service in the healthcare industry, setting a precedent for widespread adoption of similar technologies. 

Metrics: 

Before the project, Aeroflow faced challenges such as high call volumes, IVR abandonment, and inconsistent note-taking. After implementing Five9's solutions, Aeroflow experienced a 10–15% reduction in call volume due to the implementation of Five9 IVA, alleviating pressure on agents. Additionally, the adoption of Five9 Agent Assist and GenAI Studio enabled Aeroflow to generate more accurate and nuanced call summaries, improving understanding of customer needs. These improvements led to enhanced efficiency and effectiveness in customer service operations, demonstrating the transformative impact of the project. 

The Technology: 

Aeroflow leveraged Five9's suite of cloud-based solutions, including Five9 Outbound dialer, Five9 Intelligent CX Platform, Five9 Voice, Five9 Chat, and Five9 Email for omnichannel communication. They also implemented Five9 Intelligent Virtual Agent (IVA) and Five9 Agent Assist for automation, alongside Five9 GenAI Studio for customized call summaries. 

Disruptive Factor: 

Aeroflow encountered several challenges, including addressing high call volumes, IVR abandonment, and inconsistent note-taking practices. However, the project's impact was transformative. By deploying Five9 IVA and Agent Assist, Aeroflow reduced call volumes by 10–15%, revolutionizing their customer service operations. Moreover, GenAI Studio enabled the generation of customized call summaries, challenging traditional note-taking and providing nuanced insights into customer interactions. 

This project is game-changing due to its disruptive nature in the healthcare industry's customer service landscape. Aeroflow challenged the status quo by embracing AI solutions to streamline operations and enhance patient experience. By adopting technology like natural language processing and automation, Aeroflow set a new standard for efficiency in customer service.

Internally, the project disrupted traditional workflows by shifting towards automated processes for call handling and note-taking. Externally, it disrupted the industry by demonstrating the potential of AI and cloud-based solutions to revolutionize customer service in healthcare. Aeroflow's approach to embracing disruptive technologies not only enhances their competitiveness but also sets a precedent for industry-wide adoption of similar innovations, driving positive change across the healthcare sector. 

Shining Moment: 

Aeroflow's shining moment lies in their successful integration of Five9's solutions, which significantly improved customer service operations. The achievement of reducing call volumes by 10–15% through the implementation of Five9 IVA demonstrates their commitment to innovation and customer satisfaction. Additionally, their proactive approach to leveraging advanced technology like AI and cloud-based solutions sets a new standard for excellence in the healthcare industry. 

About Aeroflow

Aeroflow Breastpumps specializes in helping pregnant and nursing mothers receive pregnancy and postpartum recovery items through their insurance. Our mission is to improve health outcomes for new and expectant mothers throughout their pregnancy, postpartum recovery, and breastfeeding journey by making it easy to receive the best medical equipment and supplies for each unique stage of motherhood.