Simplyhealth Doubles Member Service Capacity with Agentforce, Cuts Responses Times from 12 Minutes to One

Leading healthcare services and plan provider leverages the Agentforce 360 Platform to scale member support and sales engagement with trusted, always-on service

Automating 80% of routine inquiries is freeing teams to focus on complex, high-value member interactions

Leading UK healthcare services and plan provider, Simplyhealth, is using Agentforce to deliver faster, more personalised support to its 2.5 million members. 

Uniting its apps, data, and agents on the Agentforce 360 platform, Simplyhealth has automated routine inquiries and lead management, doubling its daily member interactions and saving teams 100+ hours weekly—all while maintaining personalised service.

Putting the human touch first

Simplyhealth has been helping UK customers access healthcare for over 150 years. However, with 80–90% of its 335,000 annual inquiries being routine FAQs—from claims updates to password resets—the service team needed a new way to scale without sacrificing personalised care.

With Agentforce, Simplyhealth is now deploying autonomous agents to handle these high-volume tasks:

• FAQ Service Agent uses Data 360 to access unified data from Sales Cloud and policy documents, autonomously answering general questions about health and dental plans. When human expertise is required, it escalates seamlessly with full context for a smooth handover.
• Sales Coach Agent provides real-time coaching and product knowledge to sales reps, helping Simplyhealth upskill service agents into sales roles and accelerate onboarding.

The results have been dramatic:

• Email response time dropped from 12 minutes to 1 minute—a 92% reduction
• Member interactions per agent doubled from 25 to 50 members daily, with plans to reach 60–70 within 12 months.
• The average time to approve and pay claims fell from two days to less than one.
• Teams saved approximately 120 hours weekly, redirecting team members to complex, high-value work.

A unified, trusted foundation

Simplyhealth’s transformation is powered by Salesforce 360, a unified platform connecting Service Cloud, Sales Cloud, and Data 360. This integration gives agents the same accuracy, context, and control as human team members. 

Agentforce answers general FAQs about health and dental plans and handles routine tasks like case status updates, freeing up Simplyhealth’s team to focus on complex, high-touch interactions. Powered by Data 360, Agentforce taps into data from Sales Cloud and Simplyhealth’s policy documents to find the most relevant information If an inquiry requires human attention, Agentforce escalates it with full context, ensuring a seamless handover.

Our email handling time has come down from 12 minutes to one minute. That is giving us roughly, in a week, about 120 hours worth of saving.

Dan Eddie, Director of Customer Service, Simplyhealth

“Two years ago, our human agents were able to serve 25 members in a day. We’re now able to serve 50 members, with ambitions to reach 60–70 per day within the next 12 months,” said Dan Eddie, Director of Customer Service at Simplyhealth. “Our email handling time has come down from 12 minutes to one minute. That is giving us roughly, in a week, about 120 hours worth of saving, meaning our brilliant people can be over here concentrating on adding more value, more complex work that our members have.”

Future vision: the agentic healthcare provider

In the future, Simplyhealth envisions Agentforce acting like an always-on sales team member — identifying upsell and cross-sell opportunities, booking calls, and generating personalised follow-up emails. This will help Simplyhealth reach its goal of quadrupling the number of members it serves.

“We’re increasingly using technology to support our interactions with our members. It’s becoming more and more important over time,” said Claudia Nicholls, Chief Customer Officer at Simplyhealth. “In our industry, talking to members directly and in different forms doesn’t show any sign of disappearing. What’s changing is that repetitive tasks are being automated, making room for the human touch that matters to so many of our members.”

Now we can respond faster, coach our sales teams faster and more consistently, and automate more of the work that doesn’t add value to our teams.

Claudia Nicholls, Chief Customer Officer, Simplyhealth

“Now we can respond faster, coach our sales teams faster and more consistently, and automate more of the work that doesn’t add value to our teams,” added Nicholls. “Our teams love it. Agentforce feels like part of the team.”

“Simplyhealth is showing what’s possible when digital labour and human empathy work hand in hand. With Agentforce, they’re unlocking new levels of productivity while giving their people more time for more meaningful interactions”, said Zahra Bahrololoumi, UK CEO at Salesforce. “We’re entering an exciting new era where AI will reshape how organisations scale support. Simplyhealth is already proving the impact this can have when adoption is grounded in trust and strong data foundations.”

Learn more:

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• Learn more about the Agentforce 360 Platform, Data 360, Service Cloud, and Sales Cloud