- Healthcare
Revolutionizing Customer Service for a Pharmacy Group
A leading Pharmacy group sought to enhance its customer service by transitioning to a sales-oriented approach. The goal was to provide quality service, leading to the successful sale of products while maintaining high customer service standards.
Challenges
- Deliver exceptional service to customers.
- Increase product sales.
- Meet and exceed fulfillment KPIs through efficient operation monitoring.
Strategy
- Shifted focus from pure customer service to a sales-driven model.
- Implemented Atento Performance Management (APM) for better strategy execution.
- Utilized advanced reporting to monitor compliance with KPIs.
Technology Deployed
- Avaya for seamless communication.
- S1 for customer service management.
- Verint for workforce optimization.
- Speech analytics for real-time insights.
- Leviatan by Atento for enhanced data analytics.
Results
- Conversion rate increased by 47%.
- Service level reached 79%.
- Customer desertion decreased by 6.43%.
- Average handling time (AHT) was efficiently managed at 258 seconds.
- Adherence to schedules improved to 94%.
- Absenteeism and employee turnover decreased by 3.73% and 6.80%, respectively.
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