Back to Case studyMedical device supplier installs TTBS toll-free number to improve response rates in critical COVID phase
ShareIntroduction
An established brand in the medical equipment distribution vertical, the company supplies surgical and diagnostic instruments to hospitals across the country. Some of its scientifically designed apparatus also guide doctors with insightful data to work faster and better in diagnosing and treating acute health problems.
The organisation has been at the heart of India’s medical response to the deadly COVID-19. It helped healthcare workers work more efficiently during the peak pandemic phase by meeting the demand for coronavirus testing kits, patient monitoring devices, pulse oximeters, humidifiers, PPE kits, and other medical devices.
During the same period, the team felt the need to give a direct communication channel to its clients. They approached Tata Tele Business Services for a toll-free number (TFN) solution that would enable hospital staff and individual customers to call them quickly at any time for queries on equipment usage.
Business Challenges
The massive outbreak of COVID-19 brought distress for many, and it became increasingly stressful for healthcare workers to handle the rising number of cases. The families of patients in home isolation often needed guidance on the correct usage of medical equipment while providing medical care.
Such conditions also created new challenges for our customer:
- It was not possible to offer on-site assistance due to movement restrictions. At the same time, the number of daily inquiries from hospitals and patients at home had been rising.
- There was no dedicated phone line for equipment users to connect for troubleshooting. The company needed to set up a dedicated helpdesk and provide round-the-clock assistance to clients, some of whom needed immediate emergency support.
- The phone number had to be free of charge and accessible from all parts of the country.
In this scenario, it was not only critical to provide a reliable on-call medical support service but also set it up in minimum time. The organisation urgently needed a single memorable contact number and decided to subscribe to the 1800 toll-free solution offered .
TTBS Solution
The solution architects from TTBS optimised the customer’s existing phone line by giving it a new identity with a TFN. We provided an 1800 number to the organisation with multiple features backed by SLA commitment.
- While deploying the TFN service, we customised the call routing as per the customer’s preferences. An IVR greeted the callers and directed them to the most appropriate resource for quick query resolution.
- The guidance seekers could call the organisation round-the-clock for help. As an 1800 line, there were no charges, irrespective of the call duration.
- We provided the solution with a user-friendly web interface offering detailed call logs and regular analytic reports.
Our TFN service gave the customer multiple options to set and change their call routing system at any time. These included real-time, point-of-call-based, timebased, proportional, condition-based, and PIN-based call routing. With an exclusive self-care portal, they also got the flexibility to manage their account and view call records.
Highlight
By providing a direct and toll-free number to the organisation, TTBS ensured that it was always accessible to its customers across India. Activating this service in minimum time was essential in the pandemic phase.
Quote
“The toll-free number service helped our customers reach our support team more effectively and enabled us to save more lives. Substituting a city-specific dial code and phone number with an 1800 number has also helped to improve the company’s brand recall.”
Benefits
- Toll Free Services: Quick issue resolution with faster call connect from all parts of country
- Unique brand identity with an easy-to-remember number representing the company
- Enhanced customer satisfaction with time critical support available 24/7
- Flexible subscription options on both wired or wireless phone services
- Better business intelligence from detailed call analytical reports
