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Fortune-500 Medical Device Contact Center Streamlines Troubleshooting, Saving Millions
技术
- 平台即服务 (PaaS) - 设备管理平台
适用行业
- 设备与机械
- 医疗保健和医院
适用功能
- 维护
用例
- 时间敏感网络
挑战
一家财富 500 强医疗设备联络中心在管理其医疗设备的复杂故障排除流程方面面临着重大挑战。联络中心代表的任务是处理复杂的设备警报和警报，这通常会导致不必要的医疗设备更换。旨在帮助排除故障的现有技术指南过于复杂，并且在现场通话期间难以遵循。代表们必须浏览共享驱动器中的大量文件夹和文档，其中一些长达数百页。这个繁琐的过程导致了呼叫处理不当和故障排除不正确，从而导致没有问题的设备产生不必要的运输成本。指南的复杂性和流程的低效率导致代表们感到沮丧，并使公司损失了数百万美元。
关于客户
本案例研究中的客户是一家财富 500 强医疗设备联络中心。联络中心为使用其医疗设备的患者和护士提供帮助。当客户在使用医疗设备时遇到困难或对设备有一般疑问时，可以联系联系中心。联络中心代表的任务是对复杂的设备警报和警报进行故障排除，通常需要客户更换医疗设备。由于故障排除过程的复杂性和现有指南的低效率，该公司面临着重大挑战。
解决方案
该公司认识到在处理电话和客户体验方面需要保持一致性。他们决定实施一个平台，允许主题专家创建交互式故障排除指南和呼叫流程，以便代表在通话期间轻松遵循。 ScreenSteps 解决方案使该公司能够使用工作流程创建交互式指南。这些指南提供了响应迅速的分步说明，代表们在通话时可以遵循这些说明，从而无需记住复杂的流程或破译技术文档。这些指南引导代表完成所有提示、问题和任务，以一致地解决错误。 ScreenSteps 知识库还提供了强大的搜索引擎，使代表可以更轻松地使用关键字搜索找到具体的程序和故障排除指南。这种简化的流程使所有代理能够立即适应改进的流程，从而减少错误。
运营影响
数量效益
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