Our Challenge
InfoPharm, a Montreal company, develops and markets specialized medical and pharmaceutical software. Following the acquisition of the pharmaceutical division of MediSolutions, another company in the same business, the number of agents in InfoPharm's customer service centre doubled from 15 to 30. At the same time, the number of customers practically doubled, from 600 to 1100. InfoPharm was already using Groupe Cerveau software, which had no CTI links. This made it very difficult, if not impossible, to manage the call centre efficiently, because its operation depended to a large extent on the good will of the agents. The computer system could not determine agent status: agents who did not log in as "available" would not receive any calls that they did not want. As a result, managers lost all control over the telephone system and a large number of tools and data were not available to them.
Decisif's software had to help InfoPharm regain control over its telephony by giving its managers access to this crucial information. In addition, since InfoPharm develops software, the technical department wanted to be able to do the work itself to integrate the CTI system into the existing database, including the accounting system. Service problems had also been encountered in the upgrading of the software, as improvements promised two years earlier had still not been incorporated.
Our Strategy
Knowing that InfoPharm was already using Cintech's IMR (Intelligent Message Routing) software module, we had to set up a system that was better suited to the needs of the company. To address the problem of managers' lack of control, the IMR, IVR (Interactive Voice Response) and Focus Report modules were implemented at InfoPharm. Since they have CTI links, these modules allow managers to find out agent status at all times without the agents themselves having to do anything. The system detects what mode the agents are in and can transfer calls to them as soon as they are available. The Focus Report module makes extremely valuable statistics available to managers: they show, for instance, how long agents spend idle, how long it takes on average to handle a call, how many calls are transferred, how many customers hang up before they have spoken to an agent, and what times of the day are the busiest.
The Result
InfoPharm can now create its own scripts: using Décisif's Script Wizard, it can make decisions about call routing, send alerts as soon as callers have been on hold for too long, switch agents from one department to another with a simple click of the mouse, and more. With Focus Report, the company can redefine the internal rules in order to reduce the average waiting time of customers, the number of calls missed, the number of calls transferred, etc. The open, flexible architecture of Décisif's software lets InfoPharm make changes to the system as it sees fit. Integration of the software into their database means that caller information is forwarded to the agent at the same time as the call, which reduces caller time on hold and saves agents from unnecessarily repeating information and wasting time.
InfoPharm can increase the number of its agents without fear of losing control over them, since it now knows exactly what each of them is doing in real time. In addition, the software modules are upgraded regularly, and as a Décisif customer, InfoPharm has priority entitlement to the upgrades. InfoPharm has been able to see for itself how available the technical support team is, always ready to travel to the customer's site to solve any problems that may arise.
Figures
16 IVR ports
30 agents
Decisif
