Case Study: Healthcare
Driving revenue in an FDA-regulated environment
International manufacturer of medical equipment adds $30K per month with engaged Sagility agents
Sagility agents provided pre- and post-sales support to customers of all ages. Agents coached customers on choosing, setting up, using, maintaining, troubleshooting, and upgrading products. Typical calls included properly fitting the devices, explaining differences between home and medical-grade/hospital units, maintain stickiness, and reading product statistics.
To help infuse the client’s culture and facilitate more productive conversations, Sagility displayed medical devices on shelves and hooks on the contact center floor. Twenty-two full time team members covered five channels. Experienced agents learned to navigate ever-changing configuration differences in desktop, laptop, wearable, and mobile devices.
Key elements of the Sagility solution:
To serve as a hub for precise procedures, Sagility built an internal, online knowledgebase that ensured accurate resolution for customer issues. Tailored completely to the account, the online resource provided carefully worded instructions and robust search features. Both Sagility resources and client resources helped in keeping the knowledgebase up to date. When content changes occurred (often on a daily basis), agents received an alert, acknowledged the change, and used an internal chat tool to ask clarifying questions.
In 2016, Sagility launched live, reactive Sagility CHAT for the client, and results have been positive. The chat agents handled the same inquiries as phone-based agents as well as email. Since launching chat, Sagility has increased the client’s chats per day from 20 to up to 50 chats per day, a 150% improvement. This has lowered client costs by diverting voice contacts to up to four chats handled per agent.
While remaining friendly and approachable, agents tactfully avoided pursuing lines of conversation that result in customers sharing confidential medical details. After 10 to 14 days of training, agents learned the negative implications of recording personal health information, how to take credit card information properly, and how to respect personal privacy.
Security was implemented at multiple levels in the center. Agents signed nondisclosure, confidentiality, and social media policy agreements as well as underwent thorough background checks before handling sensitive information. Entering the contact center was through pass-card only. Agents worked diligently to protect the client’s reputation and equipped customers to meet their health goals.
This successful relationship has helped the client achieve remarkable results:
$30,000monthly sales through upselling and cross-selling opportunities
150%improvement in chats per day
100%NPS® scores achieved, year-on-year
#1status in Consumer Reports for certain medical device categories