Healthcare Client Story

Three Months. One Shiny New CRM. Zero Data Loss.

90

days to a modern, fully integrated CRM solution

Robust

reporting, richer data, and reduced costs

48

hourse for crisis response

A large U.S. government agency was frustrated with the limitations of its outdated CRM. In just 90 days, we helped our client implement a superior, modern CRM solution.

Our partner, a large U.S. government agency, was faced with a huge dilemma. The agency had ended a relationship with its prior business outsourcing provider (BPO) and was left with an outdated – and proprietary – customer relationship management (CRM) system that could not meet modern needs. The agency’s contact center responds to hundreds of healthcare-related issues, and is required to immediately expand operations in the event of a crisis; however, the old-fashioned setup lacked flexibility and took weeks to ramp up new associates. To make things worse, the CRM design had minimal reporting, did not enable email or phone integration, and was proprietary so it could not simply be upgraded.

Our challenge: Build a superior, modern CRM solution from scratch that capitalizes on current communications and reporting technologies, and protects all the existing data during the transition – and do it in three months without bringing the center offline.

Our systems architects spent the first month crafting a comprehensive strategy and gathering detailed requirements for a seamless, customized CRM transformation of the agency. To meet the aggressive deadline, TeleTech implemented Salesforce.com® Service Cloud® CRM Technology to help deliver on the data collection and transaction management requirements. The solution was deployed on time, and on target.

Once complete, the fully integrated desktop application simplified service for users, enabled them to work in tandem with the agency’s other service technologies, and was able to generate comprehensive reports for better visibility and performance evaluation. The agency’s transition to this new powerhouse CRM solution was seamless and transparent to the outside; no data was lost and service levels in the contact center were not impacted.

The lightning-quick scalability of the new system became evident almost immediately when a crisis emerged less than one month after launch. The agility of the solution allowed the agency to train and deploy 25 additional associates within 48 hours; a task that used to take up to a month.

 
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SPOTLIGHT

NEWS & EVENTS
TeleTech Announces Second Quarter 2017 Financial Results
TeleTech Welcomes Jeff Marcoux as Vice President, Product Marketing

Customer Experience Solutions and Marketing Innovation Expert Bolsters Customer Experience and Service Design Acumen
Read press release

CONTACT US

Global Headquarters
9197 South Peoria Street
Englewood, Colorado, U.S.A.
80112-5833

Phone:
For General Inquiries
+1.800.TELETECH
(+1.800.835.3832)

Outside of the U.S. please
dial +1.303.397.8100

For more information about TeleTech services and solutions
dial +1.877.206.8119

Outside of U.S. please
dial +1.480.389.1436

 
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