Case Study: Healthcare

Driving revenue in an FDA-regulated environment

International manufacturer of medical equipment adds $30K per month with engaged Sagility agents

Overview

The client sought an outsourcing partner to delight customers with proficient, patient, and empathetic agents.

Not only has Sagility’s multi-channel contact center ensured revenue through upselling, it has helped the client achieve remarkable results in customer service and NPS® — and helped customers with proper use of medical equipment.

$30K monthly sales through upselling and cross-selling opportunities

150%improvement in chats per day

100%NPS® scores achieved, year-on-year

Client background

The client is an international manufacturer of durable medical equipment that empowers people to care for their health at home with advanced technology.

Through their website and select retail outlets, the company sells and supports blood pressure monitors, body composition scales, electrotherapy units, mobile EKGs, health trackers, nebulizers, and stethoscopes.

Business challenge

The client sought an outsourcing partner in North America to delight customers with proficient, patient, and empathetic agents who could provide top-notch customer service.

Because the client’s products require FDA approvals, documentation was a priority. Agents needed to capture details of each conversation meticulously in the client’s CRM software, across multiple channels, hundreds of product variations, and three languages.

Accuracy is crucial. Well beyond ISO certification, supporting FDA-regulated products carries risk and compliance obligations. The client requires that agents adhere strictly to procedures, ensure accuracy in the instructions provided, and limit advice only to the equipment (as opposed to medical/health advice). Meeting standards consistently is not important just for audits — mistakes could affect a customer’s health.

The solution

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:

New initiatives

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.

Data security and confidentiality

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.

Results

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

Global locations

USA • India • Philippines • Jamaica • Colombia

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