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“ The agent can work on Christmas Day, New Year’ s Day, weekends or evenings, so it improves team morale by reducing workload pressure. The team can focus on higher-value work, while customers get answers whenever they need them – 24 / 7, 365 days a year.”
There have been significant cost savings for Simplyhealth, too. By reducing the number of roles in its customer service operation by 40 % – by redeploying its team, rather than making anyone redundant – Simplyhealth’ s customer service team now earns 35 % more than they did three years ago.
Agentforce allows both AI agents and human team members to be more personable. For Claudia, the technology itself was the easy part – 25 % of the effort. The other 75 %, she says,“ is about change management, processes, and winning hearts and minds”.
She explains:“ We did an exercise called the‘ wills and skills matrix’, looking at whether people had the will to work in the new way and whether they had the skill. If someone had the will but not the skill, we asked: how can we help? What training, support or coaching do you need?
“ The average tenure in our contact and claims teams is 23 years, so many of our colleagues aren’ t digital natives – yet it’ s amazing how many now love having the tech as a team member.”
Now armed with a digital workforce, Simplyhealth can set out on its next challenge: becoming the marketplace where demand and supply for healthcare meet.
Claudia Nicholls, Chief Customer Officer, Simplyhealth
34 March 2026