Maxicare Enhances Dental Care Services with Salesforce Agentforce

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Salesforce, the world’s leading AI-powered CRM, announced that Maxicare Healthcare Corporation—the Philippines’ top health maintenance organization (HMO)—has adopted Agentforce in Service Cloud to improve its dental care Letter of Authorization (LOA) processes. This milestone highlights Maxicare’s drive to lead innovation in the healthcare industry while staying true to its mission of delivering quality healthcare and peace of mind to Filipinos.

With a network of over 720 dental clinics nationwide, Maxicare now uses Agentforce to automate LOA requests, significantly reducing manual processing. Partner clinics can easily request LOAs through an AI-powered agent and receive automatic notifications once the authorization is approved. This streamlines workflows and ensures faster access to dental care for members.

Elevating Customer Service with AI

Beyond LOA automation, Maxicare is leveraging Agentforce in Service Cloud to provide more personalized and efficient customer service. The system automatically updates member profiles with new requests, ensuring contact center agents have the latest information at their fingertips. Routine requests are handled by AI, while complex cases are escalated seamlessly to human agents for review—allowing staff to focus on tasks that need their expertise.

“We are committed to exploring innovative solutions that help us deliver on our promise of quality healthcare and peace of mind,” said Fiona Victoria, Chief Operating Officer of Maxicare. “By being the first HMO in the Philippines to adopt Agentforce, we are streamlining operations and empowering partner clinics to deliver better, faster service to our members. This move strengthens our position as the healthcare partner of choice for Filipinos.”

Abraham Cuevas, Regional Vice President and Country Manager of Salesforce Philippines, added: “Healthcare is transforming rapidly, and Maxicare is leading the way. By adopting Agentforce, Maxicare is combining human expertise with AI-powered efficiency. This integration not only enhances service delivery and reduces costs but also creates more meaningful, personalized experiences for members.”