Transforming Customer Service with Intuitive Design

At Smartchoice and PLEXIS, we understand that exceptional customer service is the backbone of any successful healthcare organisation. That's why we've developed Orion – an intuitive interface designed to empower your staff, reduce operational costs, and elevate service quality.

Built for Efficiency, Designed for People

Orion has been specifically tailored for three key organisational roles, starting with customer service teams. By streamlining call management and providing instant access to critical data, Orion helps your representatives deliver faster, more informed support.

Why Customer Service Matters

 Studies consistently show that quality customer service drives member satisfaction more effectively than any other engagement strategy. Orion puts this insight into practice by enabling your team to:

Quickly retrieve member, provider, or plan/option details

Track ticket status, duration, and KPIs in real time

Manage tasks directly within tickets, with productivity dashboards for at-a-glance insights

How Orion Enhances Every Interaction

Our interface helps customer service representatives work smarter by:

Capturing essential caller details automatically

Displaying enrolment status, premium billing, claims, authorisations, and provider payments in one place

Allowing easy linking of claims and authorisations to service tickets

Giving users customisable data views to suit their workflow

Key Features That Make the Difference

Orion's user-friendly design includes:

Quick search – Find what you need in seconds

Custom views & filters – Pinpoint specific tickets with ease

Collapsible panels – See more detail when needed, less when you don't

Smart task assignment – Allocate work to individuals or teams seamlessly

Notification summary – Never miss important reminders

The Bottom Line

By simplifying workflows and reducing call handling times, Orion:

Lowers call centre operational costs

Boosts CSR efficiency

Drives higher member satisfaction

In healthcare, every second counts – and with Orion, your team will have the tools they need to make every interaction count.