Frost & Sullivan Names Medical Alert the 2019 Matrix Award Winner for Excellence in Customer Service

Category Win Recognizes Connect America for Outstanding Engagement Strategy, User Experience, and Ongoing Customer Relationships

November 11, 2019 – Bala Cynwyd, PA – Connect America, the nation’s largest independent provider of personal emergency response systems (PERS), announced today that it was named as a true innovator and leader by Frost & Sullivan, receiving a Matrix Award in recognition for its customer engagement strategy, the user experience it delivers, and the ongoing relationship it strives to have with each and every customer it serves.

As a customer-first organization, Connect America’s primary focus is on promoting better health, safety, and security through its growing family of innovative connected health solutions that are sold direct-to-consumer as well as through an extensive healthcare provider network.

“The Medical Alert customer service team fosters a work environment where all employees treat customers and colleagues with dignity and respect. Our warm, friendly atmosphere is the result of dedicated individuals across the organization working together toward a common goal,” said Aaron Nye, SVP Operations, Connect America. “The benefit of that kind of corporate culture leads to a positive impact on the type of customer service experience we deliver to the individuals and caregivers who use our products and services.”

Connect America’s category win was recognized for excellence in leveraging analytics to deliver differentiated customer experiences, while driving improvements in operational key performance indicators (KPIs) for the organization.

Frost & Sullivan Best Practices Awards are independent, research-backed accolades that identify the market’s true leaders and innovators. With tens of thousands of calls received monthly, Medical Alert’s customer service center is the heart of Connect America’s direct-to-consumer business, where capturing information on customer satisfaction is crucial to exceeding expectations.

Medical Alert’s efforts to capture information on trends in customer dissatisfaction in after-call surveys has been a catalyst in reducing call volume by more than 5% from 2018 to 2019. Since implementing these new measures, the company saw a noticeable jump in customer satisfaction numbers, as well as significant cost savings to the business as a result. Further, when looking deeper at the data measurements from 2018-2019, its First Call Resolution has increased by a significant percentage and its Customer Satisfaction rates have also jumped several more points during the same timeframe.

Frost & Sullivan Best Practices Awards celebrate companies that demonstrate outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. In determining winners, industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

About The CC Awards Program

The CC Awards Program, made possible through the coordination of the Frost & Sullivan Customer Engagement Digital Transformation practice, Frost & Sullivan Research Insights practice, and the Frost & Sullivan Customer Contact Executive MindXchange, honors companies and individual leaders that are shaping the future of customer service. This year’s award winners were celebrated recently in late October at the Hyatt Regency Beach Resort in Huntington Beach, Calif.

About Frost & Sullivan

For over five decades, Frost & Sullivan has become world-renowned for its role in helping investors, corporate leaders and governments navigate economic changes and identify disruptive technologies, Mega Trends, new business models and companies to action, resulting in a continuous flow of growth opportunities to drive future success.

About Connect America

Headquartered in Bala Cynwyd, PA with regional offices nationwide, Connect America is the largest independent remote patient monitoring company in the U.S., providing better health, safety, and security to more than one million lives across North America. Through products and services designed to improve patient outcomes and contain the rising costs of healthcare, the company has been providing cutting-edge connected care to its healthcare network partners and those they serve for more than 35 years. For more on ConnectVitals and Connect America, visit www.connectamerica.com.