Case History: 24/7 Product Support
Background
As a provider of single-use surgical and wound care products and other services to the health care sector, this client required an out of hours service with a little bit of a difference.
The main requirement was to take calls regarding the supply and support of a medical pump designed to keep wounds free from infection.
There are potentially many errors or problems that could happen to the pump or the dressing that are easily solved by following a few simple steps. The client wanted to reduce the number of calls directed to their on call staff and improve their customer service.
Solution
With an in depth, technical scripting Office Response are able to guide the caller through resolving simple faults and errors with the pump and are also able to escalate calls where further assistance is required. The scripting enables any questions or problems the caller may have to be resolved quickly, efficiently and to a professional standard.
The script caters for a number of potential problems, e.g. error codes on the pump, faults with the pump and emergency orders for replacement pumps. The bespoke scripting also caters for either a patient or a medical professional, allowing the agent to instruct the caller as appropriate.
Result
By using Office Response, this company has been able to improve their customer services provision by making sure all callers will receive a response 24 hours a day, which is vital for any company in the medical profession.
For a more in depth discussion about this case history or how OR could support your 24/7 Product Support needs please call our Business Development team on 0845 223 7004.
