Here's how a top manager at Aetna used Slides With Friends to get her customer service team performing.
Bisa needed a way to manage her large, all-remote customer service team. It was tough to commincate the large amounts of information they had to know, in an easily understandable, memorable way. She found Slides With Friends, and began running team meetings, trainings, and info sessions. The result? Decreased instances of incorrect information passed along during customer service communications, and a happier, more aligned remote team.
Managing a big, all-remote customer service team at one of the nation’s largest health insurance companies isn’t just about keeping morale up — it’s about making sure every rep has the right information at the right time. For Bisa Way, that meant tackling a frustrating reality: her reps were sometimes missing crucial details, leading to costly mistakes on customer calls.
While she has a great, dedicated team, she found that traditional communication methods weren’t cutting it — they had so much information to transfer that reps were getting overwhelmed.
“I’m emailing & IMing but they’re not looking at it,” Bisa explained. Even in meetings “you don’t know if they’re actually paying attention to you when you’re talking.” The result? Reps were giving customers incorrect information, leading to potential compliance issues and poor customer experiences.
Bisa needed a tool that would ensure reps retained essential information, reduced call errors, and improved performance metrics.
She also wanted to recognize team accomplishments and encourage connection — as an experienced manager, she understood that a team that feels good about each other and itself is a more productive, high-performing one. And one that makes fewer mistakes.
She went looking for something that could help, knowing “I’m not that tech-savvy.” Enter Slides With Friends.
Slides With Friends turned out to be the perfect fit. Bisa used it to transform her training sessions, meetings, and team activities into interactive presentations with a 93% average participation rate:
Bisa saw an immediate impact. “Oh—this really works.”
Reps retained key information at significantly higher rates. “The more they laughed, the more they enjoyed themselves, the more information they retained.” And that retention directly translated into performance: “The more engaged the team was, the less errors they made during production.”
The biggest shift? Reps stopped making as many costly call mistakes. “The more we started off lighter, and not disengaged, the more they retained the information, where they didn’t have as many errors in the workflow, cause they got it a lot faster.”
She also valued the hands-on nature of the tool as “another layer of info where they get to actually manipulate the info.” And it was easy to use. “I like that they can manipulate it with their phones.”
The impact was so clear that Bisa has made Slides With Friends a staple in her management toolkit. “I’ve moved teams three times, and I bring this tool along with me.”
For Bisa, Slides With Friends wasn’t just about engagement and a happier team — it was about real business results. Her team made fewer errors, retained critical information, and improved call performance.
In customer service, mistakes have real consequences. Training that works isn’t a luxury; it’s a necessity. And for Bisa, Slides With Friends delivered exactly that.
