Back to Case studyRedcliffe Labs Leverages TTBS Smartflo and Smart VPN to Super-charge its Communication Network
ShareOverview
Featured among the fastest-growing diagnostic and precision medicine companies, Redcliffe Labs is a unit of US based Lifetech Inc. It focuses on testing of reproductive health, development of cancerous cells, and rare diseases.
With a wide network of collection centres, the labs conduct over 3000 routine and specialised tests. Samples can be picked from home. The labs are equipped with modern equipment for prompt and precise results.
The company also provides a variety of products and solutions including test kits for molecular and gene-based diagnostics, therapeutics molecules, and next-generation sequencing.
Furthermore, it offers bioinformatics services to healthcare companies, research institutions, and other public and private partnerships.
Business Challenge
- Decentralised network: Even though the company was working from 6 locations, the labs and collection centres were not connected effectively for collaboration between teams.
- Poor uptime and security: When the vanilla broadband connection used by the hub location went down, it affected workflows, and it also lacked the features that are critical for securely sharing data related to patients’ health.
- Need for contact centre infrastructure: As Redcliffe Labs received regular calls from patients requesting sample collection and those waiting for test results, it needed a professional contact centre infrastructure to ensure the queries were answered promptly.
- Less of hardware, more of digital features: The company did not want to invest in hardware and cabling that demand maintenance – it needed a contact centre that would enable agents to work from anywhere and allow the managers to monitor them remotely.
TTBS Solution
As the organisation needed to link its dispersed branches on a private and secure network TTBS offered MPLS based Smart VPN connectivity. It built a seamlessly integrated grid with the hub location in Noida connecting to spoke locations through a dual last mile active-active integrated internet leased line - we used our Smart Internet connectivity for the task.
The technologies helped to create a managed high-performing network that could be centrally monitored. Smart VPN and Smart Internet came with advanced security elements ensuring that the network was safe against cyber threats.
For Redcliffe’s cloud-native contact centre, we provided Smartflo that enables intelligent call routing through an AI-based IVR. It has diallers and click-to-call services for outbound calling. Smartflo was integrated with the organisation’s CRM for ready access to customer records.
Working together, the three solutions from TTBS met the business requirements cost-effectively:
Solution Highlights
- Smart VPN connected Redcliffe’s regional work centres on a secure private network and based on TTBS’ internet leased line, it facilitated speedy transfer of data in real-time.
- The organisation got SLA-backed uptime for its online connectivity, and Smart VPN provided QoS capabilities to manage traffic while ensuring consistently high performance of multiple apps.
- With Smartflo, TTBS built a multi-modal digital contact centre for Redcliffe with facilities for IVR based call routing to specialists and quick call back facility for missed calls, if any.
- Smartflo being a cloud-native platform allowed the agents to work from anywhere and managers could also monitor their calls for performance review using just a softphone plugged into their laptop.
Benefits
- Low network congestion and increased productivity on a high-speed MPLS network connecting different work locations
- Automated call routing on Smartflo IVR for fast response to patients’ queries
- Enhanced customer satisfaction with faster processing and delivery of medical reports
- Call detail records on a centralised dashboard to analyse performance of customer service executives
- Optimised cybersecurity with no exposure to vagaries of public internet
- Future-ready architecture to accommodate growing business needs
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