A Medical Diagnostic Company Designs its Scalable Feature-Rich Contact Centre with TTBS Smartflo


Introduction

Headquartered in Noida, the organisation is a diagnostic service provider with fully automated computerised pathology laboratories. It uses advanced medical equipment to facilitate precise and quick-response testing at its work centres in different cities. Every day, it conducts numerous tests for the early-stage identification of diseases. These tests are based on biochemistry, hematology, microbiology, clinical pathology and histopathology.

With an aim to be the leading pathology laboratory for comprehensive diagnostic services, the enterprise has strict quality controls to ensure accurate prognostic and predictive tests. It uses well-defined protocols to verify the sensitivity and specificity of its test kits before approving them for diagnosis and sample testing.

To deploy a Cloud-native system for its inbound and outbound calls, the organisation contacted Tata Tele Business Services (TTBS). They needed a platform with Interactive Voice Response (IVR) and Application Programming Interface (API) integration abilities. When TTBS demonstrated its Cloud communication suite Smartflo to the company’s IT administrators they found it to be a user-friendly product with the features they needed for effective call management. The team also appreciated the fact that it was backed by an end-toend SLA and requested us to configure it for their office.

Business Challenges

Providing diagnostic services in multiple cities, the company used to receive frequent calls from patients and their caregivers – these were related to the booking of tests and updates on reports. All of them had to be handled from a centralised contact centre and the existing telephony infrastructure was unable to support the call volume.

Secondly, there was a need to run a streamlined outbound calling system to broadcast pre-recorded messages on special offers or to solicit feedback on services provided.

While choosing a Cloud-based voice communication service, the IT team specified its preferences for:

  • Features to monitor calls and record them for quality assessment and feedback
  • A dashboard to display daily Call Detail Records (CDRs) with call durations and reports on the relay of broadcasting messages
  • Security of communication between customers (patients/caregivers) and agents

The team also wanted the company’s Customer Relationship Management (CRM) to be integrated with the Cloud service. Another critical requirement was the SLAbacked uptime of the platform.

TTBS Solution

Our solution architects deployed TTBS cloud communication suite Smartflo for the diagnostic company. They configured multiple Virtual Private Network (VPN)-based channels for effective management of the incoming call volume and the planned number of outbound calls to be made each day.

While setting up the broadcasting call service, our engineers also took care of DoNot-Disturb (DND) filtration to avoid triggering calls on numbers that had selected not to subscribe to the company’s offers.

Agents have click-to-call features for manual outbound calls and could also use Smartflo’s diallers to run personalised calling campaigns.

Our Cloud-communication platform’s customisable and Artificial Intelligence (AI)- based IVR enabled the organisation to distribute incoming calls to different agents as per the caller’s inputs.

The Cloud contact centre now had all the features that the IT team had asked for:

  • Supervisors could log into their Smartflo accounts to barge into a live call of any agent and also record it on the Cloud portal to assess the quality of conversation and provide feedback.
  • The platform had a dashboard to show the total number of calls under each category – incoming, outgoing (with call durations) and missed ones.
  • With records of missed calls numbers, agents could revert to them to provide proactive customer service.
  • The dashboard also showed people’s responses to broadcasting messages, helping to track the success of a marketing campaign.
  • Smartflo came with 128-bit AES encryption abilities for end-to-end privacy of communication between agents and customers.
  • Although agents could log in to their accounts from anywhere, there was a provision for multi-factor authentication.

Our solution architects integrated the company’s CRM software with Smartflo to help the agents access up-to-date information for existing customers whenever they received a call from them or called them. The integration also allowed them to create multiple marketing campaigns. TTBS Smartflo offered an SLA-backed uptime of 99.5% to the users for a smooth flow of voice-based operations.

TTBS Smartflo is a thoughtfully designed Cloud platform that not just provides CRM integration abilities via API to broadcast custom audio messages but also facilitates access to customer details through a single interface. The customer appreciated the cost efficacy and scalability that Smartflo brought to the table.

Benefits

  • Feature-rich contact centre on the Cloud avoiding the expenses of complex physical infrastructure
  • Multiple security layers to keep the communications encrypted and ensure legit logins to accounts
  • Seamless CRM integration to create bespoke outbound marketing campaigns for different customer segments
  • Agile scalability to expand calling operations with business growth
  • Relevant business intelligence with a dashboard to offer reports on call campaigns

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