Témoignages de clients

How does "the Uber of healthcare staffing" handle 20% month-over-month growth with a communications platform?

Découvrez comment CareRev permet aux professionnels de la santé d'accepter des gardes sur son application mobile grâce à une plateforme de communication unifiée, avec une réduction de 90 % des appels manqués.

CareRev has brought flexible work to healthcare by enabling healthcare professionals to pick up shifts at hospitals through their mobile app. Suffice to say, demand for their solution has shot up since March 2020, as the COVID-19 pandemic had hospitals and healthcare professionals working overtime. Since April 2020, the company has seen 20% month-over-month growth, and doubled the number of healthcare professionals using their mobile app.

Afin de répondre à cette demande, CareRev avait besoin d'un bon système téléphonique professionnel. En effet, son système existant était loin de faire l'affaire.

The call routing was virtually nonexistent, and when a call did get through, the quality often suffered. There was no visibility into the calls, so they couldn’t track KPIs. Even the voicemail was overly complicated and difficult to use—team members had to stay up late at night listening to voicemails and passing messages from clients to the right employees.

Les choses se sont encore aggravées lorsque les employés ont dû télétravailler, car le logiciel qu’ils utilisaient ne sonnait pas correctement ou était incompatible avec leurs ordinateurs. Quant à l'assistance client, elle était quasiment inexistante.

Cela ne pouvait tout simplement pas durer.

Mais CareRev espérait trouver une plateforme qui résoudrait tous ses problèmes en proposant une solution de communication adaptée à l'entreprise, avec des analyses et une assistance client.

Une configuration tout en douceur

It’s amazing how big a difference a good communications platform can make. Once CareRev switched to Dialpad, all their old issues became things of the past. Suddenly, they had easily customizable call routing, enterprise-grade quality, contact center analytics, and yes—even better voicemail.

Everything is available from a user-friendly app, so accessing voicemail, making calls, and even adding agents to call center teams all take just a few clicks:

adding agents to contact center team in dialpad

Plus besoin de basculer entre plusieurs applications et onglets disparates ; tout est au même endroit.

And because Dialpad is available across devices and even on web browsers, CareRev’s employees can use their mobile devices (with a business number separate from their personal numbers, of course) or the desktop app on their computers. If they ever encounter a problem, customer support is there to help 24/7.

“Dialpad’s help center and the support chat alone have been a godsend. It's so different from our experience with our previous provider, which was nonexistent.”
Carly Kopec
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Directrice des opérations, CareRev

90 % d'appels manqués en moins !

L'ancien système téléphonique de CareRev n'était pas idéal pour prendre des appels – un comble. L'entreprise manquait ainsi en moyenne de 36 à 50 % (près de la moitié !) de ses appels à cause de problèmes de connexion, d'appareils défectueux et de l'existence de plusieurs numéros de téléphone entrants. Ces difficultés appartiennent désormais au passé.

“Dialpad helps me be a better manager. The notifications I receive go straight to my phone to let me know how many agents are available and how many callers are waiting in the queue, and if someone has been waiting over five minutes to get through to the agent. It also lets me know if the amount of calls coming in has dropped a certain percentage compared to how many should be answered within a certain time. It just keeps me aware of what's going on day-to-day.”
Dionne Humphrey
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Responsable des opérations d'assistance à la clientèle, CareRev

These service level alerts are easy to set up from the dashboard, and can be customized as needed:

And with skills-based call routing, the calls will always get to the agents best suited for them. Plus, Dialpad provides visibility into agent availability and call volumes, so managers can see who’s available and step in when needed:

“I can see how many agents are available and who's speaking on calls. And I love that I can see live calls in Dialpad, because I'm able to guide my team members in order to help them before an escalation is needed.”
Dionne Humphrey
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Responsable des opérations d'assistance à la clientèle, CareRev

Aujourd'hui, le pourcentage d'appels manqués de CareRev ne représente plus qu'un dixième de ce qu'il était auparavant, avec une moyenne d'environ 3,7 %. 

They’ve also consolidated their multiple call numbers into a single mainline number, so it’s easier for customers to reach them. Every call is backed up by Dialpad’s Voice Intelligence (Vi) technology, which provides real-time transcription, live sentiment analysis, and agent coaching.

“I use Vi extensively to look at live calls. The transcript just makes it easier for me to look up and answer questions for someone on a call, and if callers are demanding an answer for something or to speak to a manager, I can set myself to be available and agents can transfer the call to me quickly.”
Dionne Humphrey
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Responsable des opérations d'assistance à la clientèle, CareRev
real time transcription in dialpad

« Le tableau de bord est tellement agréable »

Avant Dialpad, CareRev ne disposait d'aucun moyen de suivre ses indicateurs clés de performance. Il n'y avait aucun moyen de savoir à quelle vitesse les agents répondaient aux appels ou combien de clients avaient obtenu réponse à leurs questions du premier coup.

With Dialpad, they now have insights into every aspect of the calls. For the first time, the team can actively track things like agent availability and missed calls:

L'entreprise a même ajouté un système de notation pour instaurer une compétition, ce qui est un facteur de motivation pour leurs agents.

“The dashboard is so nice. The actual team members have visibility there too and it's been really nice to play around with dashboard reporting in Salesforce and make that information visible.”
Carly Kopec
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Directrice des opérations, CareRev

Mais surtout, les analyses permettent à l'équipe de CareRev d'attribuer le mérite là où il est dû. Elle peut identifier les réussites et reconnaître les agents responsables comme il se doit, en célébrant les réalisations d'équipe sur la base de données quantifiables.

CareRev’s phone system used to be a thorn in their side. After switching to a cloud phone system, they’re answering more calls, working more efficiently, and getting quantifiable insights into every call.

CareRev is working beautifully now, and if you’d like the same for your business, try Dialpad’s 14-day free trial to see the difference for yourself!