Maxicare Healthcare in the Philippines has deployed Agentforce in Service Cloud to improve dental care Letter of Authorisation (LOA) processes for its members and partner clinics.
With over 720 dental clinics in its network, the healthcare maintenance organisation is now leveraging Agentforce to automate dental LOA requests to reduce manual workload.
Partner clinics can now self-serve by interacting with an AI agent to request LOAs and are automatically notified once the authorisation is generated, ultimately resulting in faster delivery of patient dental care.
Maxicare is using Agentforce in Service Cloud to deliver personalised customer service and simplify customer case management. In addition to automatically generating LOAs, Agentforce also updates customer profiles with new requests, enabling contact centre agents to stay up-to-date with all customer requests.
This allows Maxicare’s contact centre agents to optimise tasks, such as reviewing complex cases, which Agentforce automatically escalates to a human agent for review.
“We are constantly seeking innovative ways to deliver on our mission of providing peace of mind through quality healthcare to our members,” said Fiona Victoria, COO at Maxicare.
“As the first Philippine-based HMO to adopt Agentforce, we aim to streamline operations, empowering partner clinics for efficient member care,” said Victoria. “This is a significant step to differentiate our service and remain Filipinos’ preferred healthcare partner.”
Abraham Cuevas, Salesforce regional VP and country manager in the Philippines, said that by deploying Agentforce, Maxicare is not just automating processes; they are augmenting their human teams.
“This powerful combination of human expertise and AI-powered agents will help Maxicare deliver a more efficient and personalised experience for their members and reduce operational costs, improve service delivery, and ultimately, build stronger relationships with their customers,” said Cuevas.
