Categories
Contact Centre Solution Healthcare

Delivering superior end-to-end Customer Experience in Healthcare Industry

Helping Singapore’s Leading Private Healthcare Group, Migrate and Upgrade their On-Premise Contact Centre to a Centralised Cloud Omni-channel Contact Centre System

The Client

In Singapore, they are the leading private healthcare group offering a wide range of healthcare services from primary to quaternary care as well as ancillary services and medical education.

Challenges

The client has a number of hospitals, clinics, and specialist. They have a group of call centre agents that are responsible for answering a multitude of engagements types, documenting them into tickets and escalating them to the relevant business processes. To deliver the best-in-class customer experience, the client is set to undergo a digital transformation for their on-premise contact centre platform into cloud omnichannel. Below are among some of the problems they faced:

Challenge #1: Silo-Based System, Not Unified

No advanced capability in their silo-based system. They also risk of hardware support from phasing out. Hardware upgrades with new capabilities will have to consider the integration setup compatibility with other system vendors.

Challenge #2: On-Premise Setup, Not flexible

System setup is on-premise with complex integrations, this leaves a huge hardware footprint. Agents have to be physically on-site to handle calls, lacking the flexibility for remote work. 

Challenge #3: High Cost and Not Scalable

The high cost of maintenance of multiple vendors and systems across the different hospitals and business units. Costly to integrate between multiple systems with the limitation of hardware scalability.

Challenge #4: Not Future-proof

Constantly being held back by the limitations on features and stuck to back-dated technologies, dependent on system hardware.

Challenge #5: Manual Processes

Processes are scattered, not unified into one platform. Processes are still pen and paper, digitising it will shorten the precious time, which can potentially be life-saving.

The Solution

The Transformation from Traditional On-Premise Contact Center to a Cloud Omnichannel Contact Center.

During this project, we have helped the client eliminate multiple standalone silo systems such as the phone system, IVR and Voice Recording. All interactions from multiple channels are unified into a centralised queue system for the Call Center, We have also streamlined their processes for the entire end-to-end customer engagement journey from appointment booking, case escalation, SLA tracking, corporate services, executive health screening, doctor scheduling, lab and radiology report results, VIP services and including the ambulance tracking and management module. This is all achieved with the seamless integration of Nubitel CX Omnichannel Contact Center SolutionNubiDesk Case Management System, and NubiTrack Workforce Tracking Solution, all under the Nubitel Ecosystem.

Nubitel CX Omnichannel Contact Center Solution was deployed in a single setup to serve their multiple entities for customer inquiries from different interaction channels such as calls, email, chat, and social media. All interactions are put in a centralised queue and handled by the customer service team. Supervisors are able to monitor agent interactions, manage the Service Level Agreement (SLA) , and manage agent rostering. All interactions with customers are recorded and documented into a case and distributed accordingly across multiple departments, business units & hospitals based on the client’s interaction requirements. 

With each of the entity having its own processes, routing and reporting, the NubiDesk Case Management System (CMS) was bespoke to support their process to track, retrieve and update data. Below are among some of the modules we have built for them: 

  • Appointment Booking
    Customers can secure appointments to the hospital or clinics by booking online or offline according to their preferences. Online via. email, webchat, social media chat. Offline via. Calls or walk-in. Once the appointment is confirmed and accepted the appointment slot will be blocked, indicating an occupied appointment slot.
  • Case Management
    Implemented for cases raised from enquiries or requests by the agent which will be tracked and goes through escalation metrics unique to the client’s internal process and directed accordingly to the right department or entity. Agents can then update the status of the ticket, and the customer will be automatically notified for any updates or resolution of the case.
  • Account Management
    Agents will be able to retrieve and update the customer’s details including patient’s contact, next of kin contact, past interactions, medical histories, their preferred doctor, appointment histories, medical report and billing details while interacting with the customer. 
  • Corporate Services
    Corporate services module is designed to cater for the hospital group’s corporate customers, this module includes capabilities such as retrieving and update of corporate account details, appointment management for their corporate customers, retrieving or update of executive health screening packages, appointment slot utilization report extraction, retrieving and update on the latest corporate packages, and insurance policies.
  • Central Patient Assistance Centre
    This module is the backbone to the hospital’s patient assistance, built to facilitate everything that is involved to ensure optimal patient’s hospital experience. It enables appointment management for specific specialist doctors upon request. Based on the patient’s needs, the agent can assign an appointment to the best available specialist doctor to tend to the patient. This also includes the doctor’s referral for a specific specialist, setup of the list for partnering hotels, interpreters, and rep-partner.
  • Laboratory & Radiology
    This module integrates with the laboratory and radiology department which enables the agent to check on the status of the patient’s medical result report. Agents can check if the patient’s medical report is ready. Subsequently, customers will also be notified via. The Mobile App if their report is ready to be retrieved.
  • Doctor Scheduling & Assignment
    This module manages the doctor’s scheduling based on their assigned outlet and speciality. This module also provides an oversight on the doctor’s hours worked for the week and month. Assignment of doctors will be also based on their availability to attend to the emergency case.
  • Maternity Tour
    Couples who are expecting can arrange for a maternity tour to survey the hospital environment and facilities, this module enables the agent to book for an appointment, update on available time slots. The module also shows the available maternity packages that the hospital has to offer.
  • VIP management
    This module manages the accord VIP their due respect from the beginning of their journey, agents can arrange with partners of the hospital group for services such as after hospital care, flight bookings, transportation, meet and greet, translator services and hotel bookings to accommodate their VIP customers. These are all recorded and can be retrieved or updated by the agent.
  • SLA Reporting
    This module tracks SLA compliance of the agents, supervisors are able to monitor each individual agent’s performance and generate reports. Ensuring the level of customer service standards. This also serves as a guideline for agent’s to self-reflect on their performance.
  • Customer Mobile App
    The mobile app allows their customers to self-help, customers can directly book for appointment slots to their desired hospital or clinic, check on health check reports, schedule for a follow up appointment, receive notification reminders on their scheduled appointment, knowledge base and FAQ for customers to read.

NubiTrack Field Workforce Tracking Solution was also implemented for their ambulance tracking to have real-time updates on the ambulance whereabouts. From the platform, agents can have an overview and assign the nearest available ambulance and paramedic team. A paramedic can diagnose and document the patient’s condition from the digital customised human anatomy form with real-time updates. This enables the emergency team at the hospital to prepare for the patient before arrival, ensuring a seamless patient transfer to the hospital.   

The solutions mentioned above are all implemented under the Nubitel Ecosystem, with Nubitel Ecosystem in place, the client can continuously drive improvements for rapid and cost-effective growth, all the while empowering the healthcare services to deliver faster. More accurate services that contribute to critical life-saving procedures. 

To find out more about how Nubitel can bring your customer engagement journey to the next level, complete and submit the form below to book yourself for a free non-obligatory consultation that may best fit your unique business processes and even get a trial account.

Contact us for a free consultation

Our Locations

Singapore

100G Pasir Panjang Road, #06-06 Interlocal Centre, Singapore 118523.

Tel: 65 -6376 2149
Fax: 65 -6376 2146
Email: sales@microteltechnology.com

Malaysia

Unit 02-03 to 02-05, Level 2, Tower B, Vertical Business Suite, Avenue 3, Bangsar South, No 8, Jalan Kerinchi, 59200 Kuala Lumpur.

Tel: 603 -7610 2600
Fax: 603 -7610 2626
Email: mysales@microteltechnology.com

Vietnam 

11 Bis Phan Ngu, Da Kao Ward, District 1, Ho Chi Minh City, Vietnam

© Microtel Technology 2022 All Rights Reserved.

Categories
Contact Centre Solution

5 Things you Must Know Before Adopting a Cloud Omnichannel Customer Engagement Solution

There’s no doubt that the pandemic has changed the way we live, work, and consume products. With things like lockdown, social distancing, and working from home, it changes how people interact with brands and companies.

For companies today to achieve excellent customer experience, they are required to understand their purpose and re-evaluate the evolving components of their customer journey.

At a time when the customer experience stands out as the reliable way for a business to stand out from its competition, Cloud Omni-channel Customer Engagement Solutions ensure that you can interact with customers with a consistent customer experience regardless of different touch points. 

Statistics show that businesses that have adopted omni-channel strategies achieved 91% greater year-over-year customer retention rates compared to businesses that don’t (Gartner). Those that maintain a single-channel contact centre environment are definitely missing out on incredible interactions with customers.

We know that migrating to a Cloud Omni-channel Customer Engagement Solution can be an intimidating task. Here is a simple guide to give you a rough idea of things to take note of before selecting and migrating to a Cloud Omni-channel Customer Engagement Solution. 

#1: Understanding What is Omni-channel

Unlike omni-channel, multichannel uses various siloed systems or platforms to connect with clients. Each platform has its own different strategy, user experience and protocol. This causes inconsistency in customer experience, interactions are also tracked individually.

Omni-channel on the other hand, enables you to better align efforts and deliver the best customer experience, by providing your customers with multiple ways to engage and putting them into a universal queue, ensuring a seamless unified customer experience. 

Omni-channel should also have a backend environment to track customer interactions and gather information about the customer to deliver a more relevant and personalised experience.

The ultimate goal is to be wherever your customers are at, manage interactions and customer data, centralised into one platform.

#2: Know Your Customer Journey

Back then, businesses only have a few available touch points that would affect the customer journey. Today, most customers use up to an average of 6 touch points when purchasing from a company. More than 50% of customers say they extensively use more than 4 channels to interact with businesses.

Knowing which are the touch points your customers is likely to use is crucial to creating a seamless customer experience with Omni-channel. You should roughly get an idea from customer surveys, polls, and conversations with your sales and marketing team.

When you start implementing new interaction channels, take note for any metrics that can potentially help you with your decision making. For example, what’s the CSAT score of interaction through web chat, compared with interaction over the phone?

#3: Prioritise Backend Processes Alignment

Statistics show that 64% of customers expect to receive real-time assistance on any channel. This means that your agent should be able to quickly pull out the customer’s information, understand their issue and solve it over that one interaction. 

An effective omni-channel contact centre should integrate with your backend processes seamlessly. It should be easy to use, flexible, and scalable, accompanied by providing useful actionable insights for supervisors or managers that are required to track the team’s performance. The omni-channel customer engagement solution should also enable your agents to access it from anywhere and remain equally productive when working remotely.

#4: Finding the Right Solution Provider

Once you have an idea of the touch points your business wants to be active on, and how your back-end processes should look like, you can finally begin looking for the right solution provider. 

It’s worth looking for a solution provider that can provide you with the flexibility you need. This means ensuring that integration is seamless with your software or tools that are already in use. It should also be flexible enough to be able to cater to any of the requirements unique to your business such as compliance and privacy or even extra levels of security in place.

The best suited Cloud Omni-channel Customer Engagement Solution will be the one that can provide the flexible performance you need, without compromising on security, privacy, or compliance. You also need to check on the SLA and uptime promises that your solution provider can make. Software reliability is still the main key for the solution.

#5: Support your Agents with the Right Training

The results of your customer engagement and support strategies will ultimately depend on the ability of your agent to deliver excellent customer service, no matter how impressive the Cloud Omni-channel Customer Engagement Solution is. Especially when they represent the face and heart of your company, directly interacting with customers. 

Arranging for regular training sessions will definitely help your agents better adapt to the new technology. Consider assessing your agents on which of them need additional help. Create new policies on how they should handle interactions. 

Use analytics and reporting within your contact centre environment, ensure that you keep track of your business outcomes and focus on resolving any issues fast.

In Conclusion

The move towards Cloud Omnichannel Customer Engagement Solution is no longer just an extra option, it has evolved to a necessary improvement for your business moving forward to stay relevant in the competition. While it may sound intimidating, setting a clear objective and goals for your customer engagement strategy accompanied with the right solution provider, your migration journey can be exciting and enjoyable.

Find out more about our comprehensive omni-channel solution.

Nubitel CX is a fully unified and full-fledged contact centre solution, unifying interactions across Voice, Video, Emails, Chats (WhatsApp, Telegram, WeChat & Line) and Social Media (Facebook & Twitter) into a single interface. With WebRTC technology, agents and supervisors can work remotely using a web browser to perform their task. Hosted on AWS, Nubitel CX combines enterprise-class security features and comprehensive system security to ensure data is always protected.

If you want to learn more about how Nubitel as a Cloud Omni-channel Customer Engagement Solution provider can help your customer service team. Click here for more information.

Contact us for a free consultation

Our Locations

Singapore

100G Pasir Panjang Road, #06-06 Interlocal Centre, Singapore 118523.

Tel: 65 -6376 2149
Fax: 65 -6376 2146
Email: sales@microteltechnology.com

Malaysia

Unit 02-03 to 02-05, Level 2, Tower B, Vertical Business Suite, Avenue 3, Bangsar South, No 8, Jalan Kerinchi, 59200 Kuala Lumpur.

Tel: 603 -7610 2600
Fax: 603 -7610 2626
Email: mysales@microteltechnology.com

Vietnam 

11 Bis Phan Ngu, Da Kao Ward, District 1, Ho Chi Minh City, Vietnam

© Microtel Technology 2022 All Rights Reserved.

Categories
Contact Centre Solution

How CCaas Will Save Your CX Post-Pandemic

In recent years, companies sought Unified Communications as a service to replace their legacy key phone system for better flexibility and reduced cost. With the rise of the COVID-19 pandemic,  is that the best and only way moving forward?

In a very short period of time, the pandemic has completely changed everything we always thought we knew about business and customer service. Companies were forced to adopt customer case in a virtual environment and face-to-face interaction are no longer a viable option.

Before the pandemic, Contact Centre as a Service (CCaaS) had only about a 20% penetration rate. Now with offices and traditional contact centres were forced to shut down and operate remotely from home, companies without adoption of cloud-based contact centre solution are unable to ensure ongoing business continuity and customer satisfaction.

Migrating from on-premise to cloud-based Solutions

CCaaS provides the flexibility to scale the number of customer service agents and update their services quickly and conveniently. The cloud is capable of scaling, and it’s easy to integrate additional features and services with little initial investment. Yet, despite the vast advantages CCaaS has to offer, many companies are still tied down with their legacy equipment.

Companies that are heavily invested in on-premise tools are hesitant to make the switch to cloud right away. Without access to their contact centre technology on the cloud, they face difficulty in continuously offering sales support and service with a closed office. Teams should be provided with the same operational functionality of contact centres wherever they are. The cloud empowers companies with the same exact tools they needed for business continuity regardless of the situation. 

It should be the company’s top priority if they do not wish to lag behind their competitors within the age of remote employees and digital transformation.

By 2022, Gartner’s Magic Quadrant tells us that CCaaS solutions are going to be the popular adoption model for around 50% of all contact centres. This means that within the space of over 2 years, the penetration of CCaaS will be doubled – thanks primarily to the impact of the pandemic.

When CCaaS began making its way into the communication and customer engagement environment, it had been a logical next step for companies already investing in UCaaS and similar technologies. If you have already got your internal communications strategy on the cloud, then it will definitely make sense for you to migrate your contact centre to cloud-based too.

Why more Companies are moving to Cloud

The greatest thing about CCaaS from an assessment of corporate response to COVID-19, is that it allows for ongoing business continuity. You’ll be able to run your contact centre anywhere with CCaaS and ensure remote employees can provide a consistent level of service.

However, CCaaS also has more than just protection. It may be the key growth and innovation in an age where consumers have become increasingly demanding. In times of crisis and uncertainty, like this, customers are trying to find brands they’ll trust.

The amazing experiences that your company offers now are going to be the factors that keep your clients loyal to your company – even when the economy suffers. CCaaS gives businesses the liberty to adapt their CX strategy to suit ever-changing customer expectations. With a cloud provider, you’ll implement everything from AI self-service to intelligent routing overnight.

CCaaS means business can tackle problems rapidly too. For example, if your helplines are jammed because no one can seek advice from an agent in-person, you’ll use your CCaaS system to open up new avenues for customer support, like live chat. This improves your business reputation by showing customers that you’re willing to serve them on the platforms they like.

Concurrently, because our CCaaS strategies are aligned on one cloud environment, you’ll be able to maintain valuable insights into customer needs and preferences. Your customer service agents can use their cloud interface to trace conversations from chat to calls and video, reducing the chance of misaligned and disjointed conversations.

CCaaS even gives companies the liberty to conveniently scaly their number of agents up or all the way down to suit changes in demand within the new digital environment. With a CCaaS environment where you’ll be able to track customer levels, you’ll assign customer service agents to different segments of your CX strategy in real-time.

In Conclusion

For years, companies have been experimenting with the concept of contact centres within the cloud. Similar to Unified Communications and other software solutions delivered as a service, CCaaS encompasses a lot of benefits. The proper solution can accelerate business growth while reducing overheads and necessary expenses. A great CCaaS provider will even be ready to assist companies in building a bespoke solution to fit their needs.

Cloud-based solutions today can easily integrate with other tools through SDKs and APIs. Companies could build the optimal contact centre and customer experience strategy by aligning everything from CRM solution, to contact centre and workforce management tools. One pane of glass environment would boost team efficiency while enabling better data collection for business intelligence.

As customers still constantly demand for more from companies in a very trying environment, CCaaS will give organisations the liberty they need to grow and adapt. CCaaS is that saviour of the next-gen contact centre, offering immediate access to flexible employees, and new methods of contacts. This is often the technology that ensures business continuity in a world of uncertainty and provides business leaders with the insights they require to make critical decisions.

Cloud and CCaas is the key to unlocking new opportunities and innovations as they emerge, from sentiment analysis to biometric-based fraud detection. With CCaaS, you’ll be able to take full advantage of the rapid momentum for innovation that the pandemic is creating. Don’t risk not having the flexibility to manoeuvre at competitive speed as your competitors, or your customers.

Contact us for a free consultation

Our Locations

Singapore

100G Pasir Panjang Road, #06-06 Interlocal Centre, Singapore 118523.

Tel: 65 -6376 2149
Fax: 65 -6376 2146
Email: sales@microteltechnology.com

Malaysia

Unit 02-03 to 02-05, Level 2, Tower B, Vertical Business Suite, Avenue 3, Bangsar South, No 8, Jalan Kerinchi, 59200 Kuala Lumpur.

Tel: 603 -7610 2600
Fax: 603 -7610 2626
Email: mysales@microteltechnology.com

Vietnam 

11 Bis Phan Ngu, Da Kao Ward, District 1, Ho Chi Minh City, Vietnam

© Microtel Technology 2022 All Rights Reserved.