Fortune-500 Medical Device Contact Center Streamlines Troubleshooting, Saving Millions
Technology Category
- Platform as a Service (PaaS) - Device Management Platforms
Applicable Industries
- Equipment & Machinery
- Healthcare & Hospitals
Applicable Functions
- Maintenance
Use Cases
- Time Sensitive Networking
About The Customer
The customer in this case study is a Fortune-500 medical device contact center. The contact center assists patients and nurses who use its medical devices. Customers reach out to the contact center when they experience difficulties while using their medical devices or have general questions about their devices. The contact center representatives are tasked with troubleshooting complex device alerts and alarms, often requiring customers to swap out medical devices. The company was facing significant challenges due to the complexity of the troubleshooting process and the inefficiency of the existing guides.
The Challenge
A Fortune-500 medical device contact center was facing a significant challenge in managing complex troubleshooting processes for their medical devices. The contact center representatives were tasked with handling complicated device alerts and alarms, often leading to unnecessary exchanges of medical equipment. The existing technical guides, meant to aid in troubleshooting, were too complex and difficult to follow during live calls. Representatives had to navigate through numerous folders and documents in their shared drive, some of which were hundreds of pages long. This cumbersome process resulted in mishandled calls and incorrect troubleshooting, leading to unnecessary shipping costs for devices that had no issues. The complexity of the guides and the inefficiency of the process were causing frustration among representatives and costing the company millions of dollars.
The Solution
The company identified the need for consistency in handling calls and customer experience. They decided to implement a platform that allowed subject matter experts to create interactive troubleshooting guides and call flows that representatives could easily follow during calls. The solution, ScreenSteps, enabled the company to create interactive guides using Workflows. These guides provided responsive, step-by-step instructions that representatives could follow while on a call, eliminating the need to remember complex processes or decipher technical documentation. The guides navigated representatives through all prompts, questions, and tasks to troubleshoot an error consistently. The ScreenSteps knowledge base also provided a robust search engine, making it easier for representatives to find specific procedures and troubleshooting guides using keyword search. This streamlined process allowed all agents to adapt to the improved process instantly, reducing errors.
Operational Impact
Quantitative Benefit
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