Implementing CRM
Our client is 1looking to upgrade their existing contact centre system and 2implement a Customer Relationship Management application that can help to improve staff productivity and achieve operational efficiency.
The healthcare industry is catching up in terms of efficiency(in the business) and convenience (for the customers). Our experience and expertise in technology delivery and best practise in customer service allow us to deliver the services the client is looking for.
Through the observation workshops, we have gathered valuable feedbacks from the employees, allowing us to understand their priorities and requirements in their point of view.
Our solution
To address client’s current and future needs for productivity, flexibility, multi-channel functionality and the need for viewing operational insights, we implemented the lastest Cisco Unified Communication and Contact Center suite, Cisco AQM Call , Screen Recording system and Activeo Logepal 6.2 wallboard. Cisco platform is the best suited system for enhanced capacity planning at an enterprise level. The solution has features- inbound/outbound voice, IVR, desktop, chat, QM.. allowing for scalability and growth. Our Activeo Logepal 6.2 wallboard acts like an integrated reporting software that pull key metrics and SLAs into a single dashboard for the operation management team to gauge performance.
Results
To date, we have migrated over 10 hotlines (with some 24/7 hotline) in 4 languages to the cisco contact centre platform. The usage of Logepal provides better management and control over their contact centre operations and their migration to Cisco increase their multi-channel capabilities which improve their overall customer experience.
While their operations were up and running, the client continue to count on us through their business growth. Our day-to-day technical support for them enable us to monitor their operations and suggest ways to improve their ability to manage their work, people and processes.
Multi-Channel Customer Experience
In order to deliver personalized, consistent and valuable interaction, a better understanding of the end-to-end journey can help to refine and improve experience.
If technology is the bridge that connects interaction then the people handing the interaction is the experience. The healthcare industry are always been about people. When healthcare is a concern, interaction can be sometimes be stressful and confusing. You can find out more about our service offering to make your customer experience a better one.
