{"id":73248,"date":"2025-12-04T08:00:00","date_gmt":"2025-12-04T08:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=73248"},"modified":"2025-12-03T19:45:47","modified_gmt":"2025-12-03T19:45:47","slug":"simplyhealth-service-agentforce","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/uk\/news\/stories\/simplyhealth-service-agentforce\/","title":{"rendered":"Simplyhealth Doubles Member Service Capacity with Agentforce, Cuts Responses Times from 12 Minutes to One"},"content":{"rendered":"\n<p class=\"has-text-align-center\"><em>Leading healthcare services and plan provider leverages the Agentforce 360 Platform to scale member support and sales engagement with trusted, always-on service<\/em><\/p>\n\n\n\n<p class=\"has-text-align-center\"><em>Automating 80% of routine inquiries is freeing teams to focus on complex, high-value member interactions<\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p>Leading UK healthcare services and plan provider, <a href=\"https:\/\/www.simplyhealth.co.uk\/\" target=\"_blank\" rel=\"noreferrer noopener\">Simplyhealth<\/a>, is using <a href=\"https:\/\/www.salesforce.com\/uk\/platform\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a> to deliver faster, more personalised support to its 2.5 million members.&nbsp;<\/p>\n\n\n\n<p>Uniting its apps, data, and agents on the <a href=\"https:\/\/www.salesforce.com\/uk\/platform\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce 360 platform<\/a>, Simplyhealth has automated routine inquiries and lead management, doubling its daily member interactions and saving teams 100+ hours weekly\u2014all while maintaining personalised service.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-putting-the-human-touch-first\"><strong>Putting the human touch first<\/strong><\/h2>\n\n\n\n<p>Simplyhealth has been helping UK customers access healthcare for over 150 years. However, with 80\u201390% of its 335,000 annual inquiries being routine FAQs\u2014from claims updates to password resets\u2014the service team needed a new way to scale without sacrificing personalised care.<\/p>\n\n\n\n<p>With Agentforce, Simplyhealth is now deploying autonomous agents to handle these high-volume tasks:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>FAQ Service Agent<\/strong> uses <a href=\"https:\/\/www.salesforce.com\/uk\/data\/\" target=\"_blank\" rel=\"noreferrer noopener\">Data 360<\/a> to access unified data from <a href=\"https:\/\/www.salesforce.com\/uk\/sales\/cloud\/\" target=\"_blank\" rel=\"noreferrer noopener\">Sales Cloud<\/a> 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.<\/li>\n\n\n\n<li><strong>Sales Coach Agent<\/strong> provides real-time coaching and product knowledge to sales reps, helping Simplyhealth upskill service agents into sales roles and accelerate onboarding.<\/li>\n<\/ul>\n\n\n\n<p>The results have been dramatic:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Email response time dropped from 12 minutes to 1 minute\u2014a 92% reduction<\/li>\n\n\n\n<li>Member interactions per agent doubled from 25 to 50 members daily, with plans to reach 60\u201370 within 12 months.<\/li>\n\n\n\n<li>The average time to approve and pay claims fell from two days to less than one.<\/li>\n\n\n\n<li>Teams saved approximately 120 hours weekly, redirecting team members to complex, high-value work.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-a-unified-trusted-foundation\"><strong>A unified, trusted foundation<\/strong><\/h2>\n\n\n\n<p>Simplyhealth\u2019s transformation is powered by Salesforce 360, a unified platform connecting <a href=\"https:\/\/www.salesforce.com\/uk\/service\/cloud\/\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a>, <a href=\"https:\/\/www.salesforce.com\/uk\/sales\/cloud\/\" target=\"_blank\" rel=\"noreferrer noopener\">Sales Cloud<\/a>, and <a href=\"https:\/\/www.salesforce.com\/uk\/data\/\" target=\"_blank\" rel=\"noreferrer noopener\">Data 360<\/a>. This integration gives agents the same accuracy, context, and control as human team members.&nbsp;<\/p>\n\n\n\n<p>Agentforce answers general FAQs about health and dental plans and handles routine tasks like case status updates, freeing up Simplyhealth\u2019s team to focus on complex, high-touch interactions. Powered by <a href=\"https:\/\/www.salesforce.com\/uk\/data\/\" target=\"_blank\" rel=\"noreferrer noopener\">Data 360<\/a>, Agentforce taps into data from <a href=\"https:\/\/www.salesforce.com\/uk\/sales\/cloud\/\" target=\"_blank\" rel=\"noreferrer noopener\">Sales Cloud<\/a> and Simplyhealth\u2019s policy documents to find the most relevant information If an inquiry requires human attention, Agentforce escalates it with full context, ensuring a seamless handover.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>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.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Dan Eddie, Director of Customer Service, Simplyhealth<\/p>\n<\/blockquote>\n\n\n\n<p>\u201cTwo years ago, our human agents were able to serve 25 members in a day. We\u2019re now able to serve 50 members, with ambitions to reach 60\u201370 per day within the next 12 months,\u201d said Dan Eddie, Director of Customer Service at Simplyhealth. \u201cOur 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.&#8221;<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"73237\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2025\/12\/04\/agentforce-ai-adoption-announcement\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/12\/Rapid-Agentforce-Adoption-Spurs-Strong-Customer-Growth-for-Salesforce-UK.png?w=1024\" class=\"content-card__image\" alt=\"Rapid Agentforce Adoption Spurs Strong Customer Growth for Salesforce UK\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/12\/Rapid-Agentforce-Adoption-Spurs-Strong-Customer-Growth-for-Salesforce-UK.png 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/12\/Rapid-Agentforce-Adoption-Spurs-Strong-Customer-Growth-for-Salesforce-UK.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/12\/Rapid-Agentforce-Adoption-Spurs-Strong-Customer-Growth-for-Salesforce-UK.png?w=768&amp;h=432 768w, 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https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/12\/WTL-Customer-Graphics-3.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/12\/WTL-Customer-Graphics-3.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/12\/WTL-Customer-Graphics-3.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2025\/12\/04\/uk-police-forces-agentforce\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tUK Police Forces Transform Citizen Support with \u2018Bobbi\u2019, an AI Agent Built on the Agentforce 360 Platform\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t4 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/posts\/73248\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-future-vision-the-agentic-healthcare-provider\"><strong>Future vision: the agentic healthcare provider<\/strong><\/h2>\n\n\n\n<p>In the future, Simplyhealth envisions Agentforce acting like an always-on sales team member \u2014 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.<\/p>\n\n\n\n<p>\u201cWe\u2019re increasingly using technology to support our interactions with our members. It\u2019s becoming more and more important over time,\u201d said Claudia Nicholls, Chief Customer Officer at Simplyhealth. \u201cIn our industry, talking to members directly and in different forms doesn\u2019t show any sign of disappearing. What\u2019s changing is that repetitive tasks are being automated, making room for the human touch that matters to so many of our members.\u201d<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Now we can respond faster, coach our sales teams faster and more consistently, and automate more of the work that doesn\u2019t add value to our teams.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Claudia Nicholls, Chief Customer Officer, Simplyhealth<\/p>\n<\/blockquote>\n\n\n\n<p>\u201cNow we can respond faster, coach our sales teams faster and more consistently, and automate more of the work that doesn\u2019t add value to our teams,\u201d added Nicholls. \u201cOur teams love it. Agentforce feels like part of the team.\u201d<\/p>\n\n\n\n<p>\u201cSimplyhealth is showing what\u2019s possible when digital labour and human empathy work hand in hand. With Agentforce, they\u2019re unlocking new levels of productivity while giving their people more time for more meaningful interactions\u201d, said Zahra Bahrololoumi, UK CEO at Salesforce. \u201cWe\u2019re 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.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-learn-more\">Learn more:<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Read more <a href=\"http:\/\/salesforce.com\/uk\/news\/collections\/agentforce-world-tour-london-2025\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce World Tour London news<\/a><\/li>\n\n\n\n<li>Learn more about the <a href=\"https:\/\/www.salesforce.com\/uk\/platform\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce 360 Platform<\/a>, <a href=\"https:\/\/www.salesforce.com\/uk\/data\/\" target=\"_blank\" rel=\"noreferrer noopener\">Data 360<\/a>, <a href=\"https:\/\/www.salesforce.com\/uk\/service\/cloud\/\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a>, and <a href=\"https:\/\/www.salesforce.com\/uk\/sales\/cloud\/\" target=\"_blank\" rel=\"noreferrer noopener\">Sales Cloud<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>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 [&hellip;]<\/p>\n","protected":false},"author":267,"featured_media":73254,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[3976,3996],"sf_theme":[8887],"sf_topic":[8909,3998],"sf_product":[8438,4000,4290,4003],"sf_industry":[4067],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[4088],"sf_collection":[8922],"sf_visibility":[],"coauthors":[3995],"class_list":["post-73248","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-news-announcements","sf_content_type-news-announcements-customer","sf_theme-agentic-ai","sf_topic-agentic-enterprise","sf_topic-customer-success","sf_product-agentforce","sf_product-service-cloud","sf_product-data-cloud","sf_product-sales-cloud","sf_industry-healthcare-and-life-sciences","sf_location-uki","sf_collection-agentforce-world-tour-london-2025"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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