contactSPACE Case Study
How contactSPACE enables SunDoctors to diagnose patients early.
“We saw an 80% increase in contacts."
Anthony Augustine - Head Of Commercial Operations
Maximising contact efficiency and improving interactions
Moving beyond Excel
With a team of over 200 staff located across the eastern seaboard, SunDoctors were looking for a sophisticated contact centre solution to replace the spreadsheet system they were previously using. This antiquated method of managing contacts was the Achilles heel in an organisation known for its use of the latest technology in patient diagnosis and treatment.
After speaking with SunDoctor's Head of Commercial Operations, Anthony Augustine, it became clear that it was taking the organisation a very long time to contact patients - and there were also issues surrounding record keeping of calls.
SunDoctors were looking to gain greater efficiencies in their contact centre - they knew that they had to move beyond Excel. However, following the implementation of the contactSPACE solution, the team soon realised that they were improving their contact efficiency much more than they originally thought possible.
Intuitive software supported by our customer success team
SunDoctors were looking to gain a clear understanding of the performance of their contact centre team and identify exactly where they could improve, so having access to real-time intel through live contactSPACE dashboards was invaluable in achieving this goal.
The company also gained access to powerful analytics capabilities, with the freedom to generate any number of reports either in Excel or in a wide array of other reporting tools.
"The implementation of contactSPACE was quick! The customer support team were fantastic and we're very pleased with the changes that have been made to our business".
Ongoing support is provided to SunDoctors through the contactSPACE customer success team. This dedicated group of Australia-based specialists are always available to handle any general or technical enquiries that happen to come up.
The team also provide SunDoctors with additional customer support through a process of monitoring, data analysis, and the provision of ongoing recommendations, all designed to improve the efficiency of their operations. This level of customer support provides incredible peace of mind to customers, and was one of the key attributes that distinguished contactSPACE from the competition.
contactSPACE made the lives of SunDoctors' users and managers infinitely easier - no longer did their team have to grapple with the inefficiency of using Excel. When technical issues did come up, the dedicated contactSPACE customer success team was on hand to provide a quick solution.
In fact, SunDoctors saw an immediate 80% increase in their daily calls after making the switch to contactSPACE - such was the intuitiveness of the interface and clarity of the reports produced by the software suite.
Data & Integration
SunDoctors have integrated their business intelligence platform as well as their booking system into the contactSPACE CallGuides® module, ensuring a seamless agent experience. As a result, average handling time has fallen dramatically - agents are able to find the perfect booking slots for their clients in no time at all.
"SunDoctors have become a lifetime customer and advocate of of contactSPACE" - Anthony Augustine