Growing customer satisfaction
MED-ART, spol. s r.o. is a major, nationwide pharmaceutical distributor operating in Slovakia, providing services from 4 distribution centres - Bratislava, Nitra, Banská Bystrica, Prešov. The company has been in the market since 1991, reaching €347 million in revenue in 2019.
We have improved customer satisfaction levels thanks to implementing efficient work processes into a new call centre.
Increasing demands on the customer centre have detected limitations of basic telephony
The existing call centres would primarily secure intake of orders and customer service for MED-ART’s clients. Over time, the basic telephony proved to be not efficient enough and a change, which would lead to increasing the quality of services in question as well as improving customer satisfaction levels, was required. The solution came in the form of a new call centre.
New work processes have brought work efficiency
The solution from Alcasys has brought new technology and processes, which have created an efficient work system for the call centre. Applying the new processes secured the tasks required to increase the performance of telesales. On their desktop, the staff of the call centre see the information relevant for each call; the customer request is intercepted with the “call back” option. Also, the solution brings automation of outgoing calls according to export plans or on-line monitoring of operations with the option of an operative change of settings. Detailed reporting enables to evaluate the quality of each business call. Collecting orders efficiently and aftersales customer service are an important part of the solution.
The benefit of ALCASYS lies in the long-term, conceptual process of optimising the call centre and a specialised agent application NEMO. We aim to bring partial solutions, which help us to improve the standard of MED-ART’s services.
A well-functioning contact centre leads to a satisfied customer
Increasing demands on the customer centre have led to creating a call centre and its new work processes. The system we have designed uses outbound campaign management specially tailored for distribution and helps the telesales staff to process each request fast end efficiently. Every year, this team handles more than 1 million calls.