Salesforce, the world’s leading AI CRM, has announced that Maxicare Healthcare Corporation, the Philippines’ leading health maintenance organization (HMO), has deployed Agentforce in Service Cloud. This initiative underscores Maxicare’s dedication to improving dental care Letter of Authorization (LOA) processes for its members and partner clinics. It serves as a crucial differentiator, reinforcing Maxicare’s commitment to shaping the Philippine healthcare industry and fulfilling its mission of providing quality healthcare for peace of mind.
With over 720 dental clinics in its network, Maxicare 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 authorization is generated, ultimately resulting in faster delivery of patient dental care.
Delivering superior customer service
Maxicare is using Agentforce in Service Cloud to deliver personalized customer service and simplify customer case management. In addition to automatically generating LOAs, Agentforce also updates customer profiles with new requests, enabling contact center agents to stay up-to-date with all customer requests. This allows Maxicare’s contact center agents to optimize 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, chief operating officer, Maxicare. “As the first Philippine-based HMO to adopt Agentforce, we aim to streamline operations, empowering partner clinics for efficient member care. This is a significant step to differentiate our service and remain Filipinos’ preferred healthcare partner.”
“The healthcare industry is undergoing a massive transformation, and companies like Maxicare are at the forefront of this change,” said Abraham Cuevas, regional vice president and country manager, Philippines, Salesforce. “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 personalized experience for their members and reduce operational costs, improve service delivery, and ultimately, build stronger relationships with their customers.”