Online Healthcare Marketplace Flourishes With Business Communication Restructured By TTBS Smartflo

Nov 2021 | CASE STUDY

online healthcare marketplace flourishes with business communication restructured by ttbs smartflo

The Requirement

When the pandemic forced the company’s employees to work from home, it realised the need for an advanced telephony solution to allow remote teams to stay connected with each other and with sellers who fulfil customers’ orders.

Besides facilitating anytime-anywhere communication, the contact centre network was expected to reduce the cost and complications of order processing. The key points to be taken into account were:

  • The enterprise app had to be integrated with the CRM system in the cloud telephony platform for employees to track new leads and follow up on them through outbound calls.
  • A customisable IVR and automatic call distribution for inbound calls and progressive dialling service for outbound calls were also expected in the cloud communication suite.
  • The leadership team wanted call monitoring, barging, and recording abilities within the cloud platform to ensure that the organisation was getting good returns from their investment in the new contact centre solution.

Benefits

  • Successful remote work model allowing employees to communicate over the internet from anywhere
  • Ease of lead generation with intelligent dialler service for outgoing calls
  • Better business intelligence via integrating the enterprise app with the cloud platform
  • Cost savings on hardware and equipment normally demanded by traditional contact centres
  • Unbiased performance analysis with detailed agent monitoring dashboards

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