Tech Company Revamps Customer Experience With Innovative IVR
A big healthcare technology company has a team of 90,000+ people in 150 countries. They've done a lot to make their Cardiovascular Patient Technical Services Group better.
People who need help and information about cardiovascular health can now get it quickly. The customer service has been improved a lot. When people call, someone picks up the phone faster and gives more accurate information. This is really important when someone needs help urgently.
The company saved $6 million and cut expenses by 20% by using better technology for patients. They also handled over 1.05 million calls with the OpenQuestion IVR solution from Artificial Solutions.
The solution helped save 36,000 hours of call agent work. Customers are now 8% more satisfied. The waiting time fell by 37%. The service level is now 18% better.
The VAaaS Service Delivery Manager spoke about how well the project went.
The Cardiovascular contact centers needed to get better. People needed more help when they called. We wanted to make things better for patients, doctors, and our own people. Teneo and OpenQuestion helped us a lot. We did better than we thought we could. Our IVR solution is great now!
The healthcare tech company wants to improve its service for customers. They have big plans to do this in new and creative ways. They hope to help patients even more with these plans.
To learn more about the company and their case study, go to Global Healthcare Tech Company.
If you want to know more, get in touch with Marie Angselius-Schönbeck. She is the Chief Impact Officer. Her email is [email protected].
We dream of a world with no lines and no pressing buttons. We're happy to improve the customer experience for millions of people globally. We help a lot of companies and make millions of interactions happen every day.
Our clients prefer OpenQuestion over old-fashioned phone menus. It uses simple and friendly sentences. This solution is made with Teneo, our successful software platform. It works in 86 languages and is connected to call centers and contact centers. Teneo.ai, Teneo, and OpenQuestion are registered trademarks of Artificial Solutions.
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