"ipSCAPE has been integral in providing our clients an exceptional customer experience. We reduced costs by 80% through implementing ipSCAPE.” Aman Arora Group IT Support Manager, Healius"
1. The Business
Healius is one of Australia’s leading healthcare companies, providing quality, affordable and accessible healthcare to Australians for over 30 years.
Healius has an expansive network of multi-disciplinary pathology laboratories and diagnostic imaging centres which are underpinned by a cohort of dedicated healthcare professionals.
With six disparate call management systems, existing solutions were expensive and complex to manage, with poor visibility on costs or call volumes for management.
Improving customer satisfaction and accessing a centralised tool were key drivers for finding a cloud customer experience technology solution.
2. The Challenge
Healius’ existing call management systems were costly to maintain and administer. With some tools based in the United States , currency fluctuations created inconsistencies in pricing. Healius was looking for cost saving measures across their call centre environment.
The overseas support model made resolving issues with their contact centre complex and time consuming.
Management lacked vision of basic reporting functionality and there were reporting inconsistencies across the various contact centre platforms. Understanding call volumes and patterns were important metrics.
Healius was limited to only servicing customers through Voice and wanted to increase their ability to serve customers through more channels such as Web Chat and SMS.
3. The Solution
ipSCAPE was selected as it was a feature-rich product that was suitable for multi-site centres with self-service tools that enabled changes to be easily made. Healius is now looking at other areas of the business where ipSCAPE can be used to improve customer experience.
4. The Benefits
Consolidation of multiple solutions has resulted in an 80% reduction in costs.
Efficiencies across multi-sites
Inbound calls were directed through a single number and routed according to the caller’s location. This centralisation of calls dramatically improved wait times.
Local 24/7 Support
Designed and developed in Australia, ipSCAPE’s customer support is locally based.
Seamless Customer Experience
Agents from various departments are able to service customers across multiple channels, while management have access to centralised reporting tools to manage performance
ipSCAPE continues to work with Healius, helping with remote working solutions as well as expansion of ipSCAPE to other business units.