# How MaxorPlus uses Observe.AI

**7%**: “a 7% improvement in AHT and a 2% increase in customer satisfaction between January and April 2024”

As published on [observe.ai](https://www.observe.ai/customers/maxorplus-elevates-cx-with-agent-coaching-powered-by-screen-recording). Captured by usedby on 2026-10-10.

- Company: [MaxorPlus](https://www.usedby.ai/companies/maxorplus.md)
- Tool: [Observe.AI](https://www.usedby.ai/tools/observe-ai.md)
- Teams: Member Services

## What the story says

MaxorPlus, a pharmacy benefit manager, uses Observe.AI Screen Recording and Agent Performance and Coaching to give supervisors a combined view of calls, including audio, screen activity and transcripts. This helps them coach remote member advocates and investigate causes of long handle times and escalations.

Summary written by usedby from the source page, in English. The figures are those of Observe.AI and MaxorPlus, not ours.

> With Observe.AI Screen Recording, supervisors have gained a 360° view of conversations, including audio, screen activity, transcripts, and metadata on a single pane of glass. This comprehensive view enables them to evaluate and coach member advocates effectively.

- **2%**: “a 2% increase in customer satisfaction between January and April 2024”
- **2%**: “Quality assurance (QA) scores also rose by 2% during this period.”

> Observe.AI empowers us to do coaching more efficiently and effectively, saving our leadership time and enhancing performance
>
> Mitch Mann, Vice President for Member Services

Source: [observe.ai](https://www.observe.ai/customers/maxorplus-elevates-cx-with-agent-coaching-powered-by-screen-recording), captured 2026-10-10.

## What usedby checked

We compared the story with its live page on 2026-10-10.

- Checked: the figure 7% is printed word for word on the page, near the name of MaxorPlus.
- Checked: the passage quoted above is copied word for word from the page, near the name of MaxorPlus.
- Checked: MaxorPlus uses Observe.AI. Confirmed line. Latest check across sources: 2026-10-10.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/maxorplus-observe-ai · How we check: https://www.usedby.ai/methodology