BMJ, one of the world’s leading healthcare knowledge providers, has enhanced its customer service and inside sales business through deployment of innovative cloud contact centre solutions from NewVoiceMedia.
The company is live on ContactWorld for Service and ContactWorld for Customer Support and Sales with Salesforce integration – flexible, true cloud technology which enables BMJ to offer customers a personalised response and improved service levels.
Optimised intelligent call routing identifies whether or not the caller is an existing customer and connects them to the appropriate advisor first-time and quicker than ever before. A screen pop provides the agent with the customer’s details based on call history, IVR choice or data in Salesforce, ensuring they provide a well-informed, personalised service. Post-call surveys then monitor customer satisfaction.
BMJ now has full visibility of its entire customer service and inside sales operations through a real-time window and in-depth reporting. This means that agents can be easily managed and any improvement opportunities can be exposed. Staff are also benefitting from flexible working, as they are able to log in to the same system no matter where they are – all they need is a phone and internet connection.
As with many organisations, security was a key area that needed to be addressed before the company moved its telephony to the cloud. For NewVoiceMedia, security of customer data is of critical importance to the operation of its platform, and as such, is the only cloud contact centre provider to be ISO27001 certified and have Level 1 PCI-DSS compliance.
Ola Agboola, Head of Customer Services and Support at BMJ, comments, “We looked at several contact centre vendors, but none could match the flexibility, cost-effectiveness and depth of integration with Salesforce that ContactWorld provides. It has been transformative to our business, enabling us to offer excellent customer service while allowing staff to work remotely; whether at home or even in a different country. In fact, we currently have agents in the UK, Singapore and US”.
Jonathan Gale, CEO of NewVoiceMedia, adds, “We aim to help businesses such as BMJ transform the service levels that they are able to offer. Customer service is such a key differentiator, having contact centre technology that delivers a personalised customer experience is vital”.