Trauma Link, SA`s largest premier integrated medical service provider, has bettered its response time to calls and has the benefit of real-time access to online patient information. The company recently entered into a service level agreement with network integration specialist, Integr8 IT, to help make this service development happen.
Integr8 IT worked directly on the connectivity of the project. The company supervised and managed the integration of Trauma Link`s wide area network (WAN), which runs off Dell hardware, with a Pivotal CRM business requirement solution.
This solution is housed within a cluster environment made up of two servers that host a central storage device, providing the medical assistance services company with 24-hour guaranteed uptime. The technological consequence of this combination allows for instant access to patient information and a more rapid response to calls.
"The enhanced solution is extremely unlikely to fail. It is secure and guarantees `up-time`. The new application centralises the client database and allows for instant access. From a practical point of view, paramedics are able to log into the Internet and have critical information instantaneously available," explains Integr8 IT technician, Dominic Oettl.
Trauma Link`s CEO, Chris Rose, says the emergency services company decided to implement the pivotal CRM solution in order to have one central electronic view of the customer. This is done, he says, via "a digital nervous system call centre for the introduction of customer relationship management, routing inbound/outbound call transactions, computer-aided dispatch protocols, seamless billing and comprehensive customer `analytics` to give us better operational efficiency while handling a significant increase in work volume."
Rose continues: "Optimal response time performance and a rich call centre functionality are deliverables of an effective CRM strategy that encompasses all aspects of business - the processes, the technology and most importantly, the people."
"The call centre operation is an integral and vital component of the emergency service," says Trauma Link`s financial director, Selwyn Lichtenstein. "Since we are in the lifesaving and emergency business, it is imperative that the call centre remains fully operational. Integr8 IT is one of the service providers that have provided the relevant technical expertise to make sure this happens. The company is working primarily with connectivity as well as support."
The new CRM solution and integrated infrastructure went live in November and although Trauma Link`s management cannot yet comment on the success of the networked solution, the company has established a world-first in call centre technology for increased competitive edge and customer-centricity, according to Rose.
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Integr8 IT (Pty) Ltd is a wholly owned network technology services and solutions company in southern Africa. Based in SA, the company employs a wealth of highly skilled and certified system engineers who are directly involved in high level consulting, support and integration.
With offices located in Johannesburg, Cape Town, Durban, and representation in Port Elizabeth, East London and Port Elizabeth, Integr8 IT spans nationally across Southern Africa and Africa continent. It has the people and expertise to plan, deploy, manage and maintain an information technology environment.
Whether a client seeks better control of its networked environment or is in need of practical solutions, complex or simple, Integr8 IT provides the answers with enhanced information technology services.
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