Back to Case studyMedical Devices Manufacturer Tackles Pandemic Woes With Toll-Free Solution
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The customer is an established leader in the field of medical equipment manufacturing. Their solutions provide doctors with crucial data in acute care diagnostics to help them work smarter and faster. With their medical devices installed at hospitals across the country, the customer was at the heart of India’s medical response to the deadly corona virus.
Business Challenges
The pandemic was an overwhelming time for many medical professionals and they needed guidance to use the customer’s products.
But due to movement restrictions, the customer could not send support teams to address problems on-site. In order to provide medical staff with timely assistance, the customer looked to set up a virtual service support solution.
Catering to hospitals, where each minute counts, the customer wanted a reliable service provider to provide critical medical assistance.
TTBS Solution
After reviewing the customer’s unique needs, the TTBS solution architect implemented the following
- We set up a toll-free service to ensure that callers could contact customer support teams 24/7 for aid.
- The solution was equipped with a user-friendly web interface, detailed call reports and regular analytic reports.
- The solution also offered real-time call routing, point-of-call based routing, time-based routing, proportional call routing, condition-based routing and customized PIN-based routing options.
- Each routing option ensured that every call was directed to the relevant teams without wasting any time.
Benefits
- Quick resolution for time-bound problems
- Boosted customer satisfaction with critical support available 24/7
- Instant access for callers, pan-India
- Increased response times which saved countless lives
