Online Scheduling
One of the leading names in the VOIP industry approached us with a critical challenge. Their dental industry clients required a seamless way to handle incoming calls more effectively. The process of identifying callers and gathering their information from disparate systems was time-consuming and inefficient. Agents were expected to manually:
- Look up customer information.
- Check their order history and importance.
- Assess past interactions to make informed decisions.
This labor-intensive approach reduced productivity and left room for errors, ultimately impacting customer satisfaction.
Project Overview
The VOIP industry leader needed a custom solution to improve call handling efficiency. Their vision was a “Caller ID on Steroids” platform that not only displayed the caller’s name but also provided a comprehensive view of the customer’s importance and history within seconds of the call being received.
Our platform leveraged data integration with Labtrac, a database widely used in the dental industry. By synchronizing data via schedulers, the system enabled real-time insights into the caller’s:
- Number of past orders.
- Historical interactions.
- Overall importance to the business.
Our Solution
We developed an automated scheduling system integrated with Vetter, a leading CRM solution for veterinary clinics. The system streamlined appointment management by automatically:
Suggesting Optimal Times: It analyzes previous and next appointments, finds the most suitable slots, and accounts for travel time between locations.
Reducing Human Effort: What previously required the coordination of three staff members is now managed by just one.
Results & Benefits
- Increased Frontdesk Productivity: The platform boosted productivity by 25%, allowing agents to focus on delivering exceptional service rather than searching for information.
- Improved Customer Experience: Callers’ data was available instantly, enabling faster and more informed responses.
- Operational Efficiency: Automated data synchronization reduced manual labor and ensured data accuracy.
- Scalable Impact: The solution demonstrated high scalability, adaptable to other industries with similar needs.