DHSwitch is in the process of consolidating its position as the leader in South African healthcare electronic claims delivery through a renewed focus on improved customer service across all levels of the organisation.
That`s the word from National Customer Services Manager, Alan Baronet, who confirms the company is investing heavily in both intellectual and technological capital with the aim of ensuring an approach to customer relationship management (CRM) that is unparalleled in the industry today.
Earlier this year, Bytes Communications completed the installation of the sophisticated Alcatel 4400 PABX with Telephone Management Reporting and Unified Voice Messaging at the DHSwitch call centre in Midrand. The new system also includes Call Centre Supervisor monitoring software that enables call centre supervisors to monitor the activities of all agents as well as incoming and outgoing calls.
"DHSwitch call centre supervisors now have a real-time view of all facet`s of the department`s activities, including calls in the queue, waiting times, service levels, and agent activity and productivity," Baronet says.
"This translates into a level of customer service seldom achieved in this country. Calls are answered immediately and queries are dealt with professionally by qualified personnel who have been assigned to `Pilot` groups covering either general or technical enquiries."
DHSwitch, Baronet adds, is already measuring the benefits of the new approach in terms of the quality of service being offered, the reduction in complaints received, optimum productivity and, most importantly, customer retention.
"Our drive to provide customers with world-class service does not end there, however," he says. "DHSwitch is in the process of implementing a CRM strategy within the call centre that will allow us to anticipate customer needs, further improve on service excellence and lock-in customer loyalty."
The company has invested in FrontRange`s globally proven HEAT customer contact software, which will serve as the "engine" of the CRM strategy.
"We`re using HEAT as the tool to gather and display relevant information based on the level of interface with the customer," Baronet explains. "It allows us to utilise existing and new transactional-based operational systems to collate and view information in our data warehouse.
"Our call centre agents are already familiar with HEAT, using it for call logging and basic customer interaction functions. This means that much of the customer information is already available on our systems and is easily convertible into CRM knowledge categories and the necessary knowledge base."
This seamless integration of HEAT with DHSwitch`s existing systems, Baronet says, should lead to customers experiencing an almost immediate improvement in service levels.
DHSwitch, he adds, has this year invested in the training up of dedicated customer liaison personnel to monitor service levels and customer satisfaction - visiting customers personally when necessary.
"The new call centre and comprehensive CRM strategy are transparent manifestations of the strides DHSwitch is making in the area of customer service.
"We are confident that this, combined with other initiatives such as the company`s adoption of Telkom`s ViPDial remote dial-up access solution that enables customers to connect to DHSwitch and transact electronically from anywhere in the country, will ensure our continued status as the healthcare technology provider of choice," Baronet says.
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