The Customer

Sterling Accuris Wellness Pvt. Ltd is a multispecialty diagnostics company. It is the leading company in Gujarat, with the largest number of laboratories and numerous branches across India. For more than five years, it has supported the healthcare sector in India, and for more than two decades under the Sterling Group. It has experienced and competent doctors specializing in more than 63 fields. It is recognized as India's most trusted lifelong healthcare partner. It uses state-of-the-art infrastructure and tools developed with cutting-edge technologies.

Sterling Accuris Wellness Pvt. Ltd is a multispecialty diagnostics company. It is the leading company in Gujarat, with the largest number of laboratories and numerous branches across India. For more than five years, it has supported the healthcare sector in India, and for more than two decades under the Sterling Group. It has experienced and competent doctors specializing in more than 63 fields. It is recognized as India's most trusted lifelong healthcare partner. It uses state-of-the-art infrastructure and tools developed with cutting-edge technologies.

Business Challenges

Communication is an essential part of Sterling Accuris, which offers various remote services such as scheduling health check-up appointments, finding doctors, etc. In addition to these services, many other areas involve telephone conversations, such as information about COVID‑19 test bookings, test reports, etc. Sterling Accuris Wellness Pvt. Ltd used an ePBX system connected to the landline phones of its customer service representatives. Staff used telephones and intercoms connected to the ePBX for internal and outbound communication. However, no software or network system was available. Using this integrated solution, the team encountered many problems. The main challenges faced by the diagnostics center included:

  • No feature to track missed or dropped calls. This resulted in lost leads and a poor customer experience when a caller called multiple times but could only hear the busy signal.
  • No option to record calls for quality assurance.
  • Detailed call reports and call logs were unavailable for performance reviews and strategic planning.
  • The ePBX system had limitations that prevented the automation of important tasks such as automatic callbacks, customer call history, and customer information in the system.
  • Lack of a real-time system to monitor performance and productivity and supervise the team from the team leader's office.
  • No call queuing to inform callers to stay on the line for X minutes when a representative was busy.
  • Outbound calls had to be dialed manually, costing representatives a lot of time and reducing productivity.
  • No option to view a caller's history during a live call.

As a result, customer service managers had no information about the customer, their main concerns, or the number of calls made. All these limitations hindered performance. Sterling Accuris Wellness Pvt. Ltd has always wanted to provide an exceptional customer experience. To achieve this vision, management had to deploy more manual resources and landline phones to ensure every call was answered. Elision aimed to provide a reliable communication solution capable of handling parallel calls, call tracking, and other software features.

Sangoma Solutions

Elision provided a call center solution with numerous features to meet communication needs. To deliver a turnkey solution, Elision chose to use Sangoma's 2-port PRI card. As a complement to the omnichannel call center solution, Elision deployed the 2-port PRI card, which supports 60 channels. The center, which previously could handle only one call at a time on a single number, could now handle up to 60 simultaneous calls after the PRI card was deployed. Sangoma's PRI cards met one of the major needs: handling multiple customer calls simultaneously to serve more customers.

Results

  • 50 % time savings
  • 100 % increase in productivity
  • 100 % of calls answered, including missed and interrupted calls
  • 100 % availability of call logs and reports
  • 100 % of missed calls logged so appropriate action can be taken
  • 98,99 % SLA (Service Level Agreement)
  • 80,25 % improvement in resource utilization
  • Improved customer experience
  • Increased customer satisfaction
  • Improved staff morale and satisfaction
  • Easy verification of information using call recording files
  • Call customization
  • Strengthened communication system for the diagnostics center
  • Simplified manual management based on call volume