Business impact
in action
50
Improvement in Average Call Handling Time
30
Reduction in CAPEX
15
Reduction in Abandoned Call Ratio
The Challenge
Their legacy PABX system couldn't integrate with Microsoft Dynamics CRM, preventing access to patient history and causing longer resolution times and declining satisfaction.
The Solution
Tata Communications migrated to InstaCC™ Cloud within three weeks, enabling seamless CRM integration with complete visibility into patient interactions.
The Result
Achieved 50% improvement in call handling time, 30% reduction in CAPEX, 15% decrease in abandoned calls, and enhanced personalised patient care.
With quick access to patient journeys across touchpoints under one platform, agents are able to spend more time interacting with the patient. It has relieved the agents from the stress of looking through previous data when getting calls thereby improving their productivity.