success story

Leverage managed services model and PRPC-based call center solution

The client managed their internal business applications with multiple vendors based on a staff augmentation mode. The client wanted to move to a managed services model to optimize costs and manage their SLAs.

Emergency medical services provide treatment to those in need of urgent medical care. Therefore, emergency response service needs to be available at every hour of the day, every day of the year, and respond immediately when signaled by alert devices. Quick service is the most important part of a good medical alert service. Therefore, emergency response providers must have sophisticated systems in place that can monitor any incoming help signals and route the call to the appropriate rescue care teams. These systems must allow end-to-end monitoring of subscriber calls. All activities of the call center representatives must be monitored to enhance the medical emergency handling process.

 

 

The Challenge

Managing multiple vendors 

There were several challenges faced by the client due to the systems they had in place:

  • Poor business agility. The current monitoring systems were operating on outdated technology, impacting performance, flexibility, and scalability
  • Reduced operational efficiency. The inability to support subscribers needing emergency services at all hours of the day impacted operational efficiency and customer experience.
  • Poor flexibility. The existing systems were incapable of localizing for different geographies, thereby impacting scalability and increasing operational costs. 
  • Reduced service quality. The current systems lacked integration with next-generation devices which interrupted communication with subscribers and response centers, impacting service quality. The inability to integrate with location services to identify device location also affected the quality of service, especially during emergencies.
The Benefit
  • Reduced costs by over 25% over 5 years
  • Ensured "zero incremental costs"to the client during the transition
  • Guaranteed successful move into steady state by ensuring client signoffs at each stage of the transition process
  • All SLA has been green from the day moved to the steady state
  • We have been working on Continual Service Improvement (CSI) ideas by analyzing the pain points of the existing system to reduce the time and bring more value. These productivity improvements were passed on to the client as additional cost savings
  • Comprehensive onboarding and cross-training process.

Call center experience benefits

Improved information visibility for call center agents which translates to faster emergency response and reduced average call time, resulting in higher operational efficiency

Lower operating costs

Significant reduction in time for training new users leads to greater productivity and reduced costs and Optimizes IT costs by retiring obsolete applications and processes

Greater business agility

Highly responsive rules and workflow based system that provides quick access to critical information allowing faster response and decision making, resulting in more lives saved also allows faster localization when entering new markets, thereby reducing time to market, which translates to increased shareholder value

Real-time visibility and control over processes

o    Workflow based processes provide more control to delegate and monitor work

o    Allow managers to view real-time performance and manage bottlenecks

o    Real-time reporting capabilities for effective decision making

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