Back to Case studyTTBS Smartflo Helps Modernise Contact Centre Ops For Leading Medical Transcription Firm
ShareHighlights
- Smartflo: Flexibility for work-from-home and hybrid models with a web-based contact centre
- Cost savings on physical infrastructure deployment and maintenance
- Higher customer satisfaction scores with streamlined call routing and sticky agent feature
- Improved employee engagement with ease of managing calls and recording-based performance reviews
- On-demand scalability to keep pace with business growth
Introduction
As one of the fastest-growing medical transcription and records summarisation services providers, the organisation caters to US-based psychiatry hospitals. With a team well-trained in medical terminology, tests, diagnosis, and medications, it prioritises customer service and deploys the best-of-breed technologies to fue lits processes.
Contact centre solutions being its principal revenue-generating operations, the organisation was looking for a feature-packed and flexible communication platform.
The ease of managing IP-based call sand their cost-efficacy raised the management team’s interest in a cloud platform. While attending one of our customer events, they were introduced to Smartflo’s benefits in a detailed productd emonstration. We also shared a demo link via a customer engagement portal (CEP)
Smartflo’s attributes, such as automatic call routing, IVR, calllogs, and recording abilities, impressed the team, and they decided to procure the solution from Tata Tele Business Services (TTBS).
Business Challenge
The company needed a structured contact centre to manage the phone calls for documenting reports dictated by health care professionals and handle other service-related queries.
Also, business continuity in the post-pandemic world meant more reliance on systems that could be used anywhere, which is why the customer preferred a cloud-based contact centre. The platform was expected to address several challenges.
- To receive calls from the United States where their market is based, the customer wanted to map an international toll-free number (for US callers) to Smartflo’s pilot number.
- A customisable IVR was required to route the calls for agents working from different locations. The supervisors also preferred to route repeat calls to experienced associates who could handle them most efficiently.
- The organisation had to maintain call logs and record conversations for productivity and quality analysis, as well as to submit reports to clients when ever required.
In addition to such features, the customer wanted to minimise the infrastructure costs and get the service deployed quickly for immediate usage
TTBS Solution
TTBS had already introduced the customer to Smartflo. It was the ideal secure, managed, and enterprisegrade cloud contact centre solution and hosted PBX service to address their specificneeds
The TTBS engineers understood that legacy contact center infrastructure could no longer handle the organization's dynamic requirements. Smartflo’s hosted service and simple-touse digital features gave them a more resilient setup for their operations.
- Smartflo enabled the customer to capture the calls for medical transcription and other querieson an IVR and route them to designated employees for appropriate handling. It also gave them a sticky agent feature to direct repeat calls to associates best suited to handle the issues.
- A toll-free number service was integrated with Smartflo to enable US callers to connect with the organisation directly and with no call charges.
- Call detail records could be downloaded directly from the web platform for insightful visibility into call volumes. The system also allowed there cording of calls without attaching any external peripheral.
By migrating to Smartflo, our customer could allow their agents to work securely from any location. No comprehensive training was required to get them started. Features such as click-to-call for out bound campaigns, call barging-whispering-transfer, bespoke IVR for missed calls, and simultaneous rings for 100% response to each call contributed to enhanced productivity and performance.
