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Affordable Medicare Solutions (AMS) is a healthcare, Medicare, and life insurance agency making affordability and ease of use a reality for thousands of clients across the southeastern USA. The company focuses on client education and making insurance easier to manage. Agents act as consultants for their clients to help them sign up for the most appropriate, affordable plans as easily as possible and annually review their plans. However, prolonged turnaround times and inefficiencies while collecting forms and signatures on Medicare enrollment have been a major pain point for years. With Medicare enrollment season coming up, the company’s president, Keith Nabb was looking to harness intuitive digital tools to delight customers and improve backend efficiency for Medicare enrollments. That’s when he found Lightico, a customer-facing platform enabling paperless and mobile-first forms and eSignatures that brought unprecedented speed and ease into the enrollment process. New call-to-action

A Daunting Enrollment Process In Need of Customer-Facing Technology

AMS and its customers have long struggled to navigate the busy enrollment season due to processes that relied on hard to-complete email requests, time-heavy personal meetings, and bulky legacy systems. This period became both resource-heavy for AMS and burdensome for customers. Moreover, because AMS primarily serves elderly clients, these processes became nearly impossible as clients struggled to understand and complete the heavy paperwork. Many customers were forced to use a relative’s scanner, printer, or computer to complete forms leading to customer frustration, slow turnaround times, high error rates, and low completion rates. To make matters worse, in some cases AMS agents had to physically go to the client to help them complete forms. Once the paperwork was eventually completed, AMS’s admin team then had to rekey all of the information back into the CRM — a tedious and time-draining task. While AMS had previously implemented two different email-based eSignature solutions, their customers often didn’t have an email address, or emails went to spam. And, when they did get the PDFs, they were not mobile-friendly or easily fillable on a smartphone. To ensure efficiency and ease of use for elderly clients, AMS needed a solution that integrated with their CRM and allowed clients to complete forms quickly, easily, and remotely — while on the phone with an agent.

Easy, Intuitive & Guided eSignature Solution

After poor results with legacy email-based eSignature solutions, AMS implemented Lightico’s intuitive, mobile eSignature solution and saw dramatic improvements. With Lightico embedded into the AMS system, enrolling in the insurance plan became less daunting and frustrating for seniors. Agents could help more customers complete their forms and submit documents thanks to the speed and ease of the text message-based platform. Processes that would previously take over two weeks to complete now take a mere ten minutes from customers’ cell phones. The enrollment process is more efficient, customers remain loyal, and referral partners are delighted. Here are some of the stunning results AMS achieved with Lightico:
  • Turnaround time reduced from two weeks to 10 minutes
  • 85% first-time completion rate
  • More than $25K saved per year in costs
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reviews"Great tool to expedite customer service"

The most helpful thing about Lightico is the fast turnaround time, The upside is that you are giving your customer an easy way to respond quickly and efficiently. Lightico has cut work and waiting time as you can send customer forms via text and get them back quickly, very convenient for both parties.

"Great Service and Product"

I love the fact that I can send or request documents from a customer and it is easy to get the documents back in a secured site via text message. Our company switched from Docusign to Lightico, as Lightico is easier and more convenient than Docusign, as the customer can choose between receiving a text message or an email.