ScreenSteps
Case Studies
Fortune-500 Medical Device Contact Center Streamlines Troubleshooting, Saving Millions
Overview
Fortune-500 Medical Device Contact Center Streamlines Troubleshooting, Saving MillionsScreenSteps |
Platform as a Service (PaaS) - Device Management Platforms | |
Equipment & Machinery Healthcare & Hospitals | |
Maintenance | |
Time Sensitive Networking | |
Operational Impact
The implementation of ScreenSteps resulted in significant operational improvements. The interactive guides provided clarity and consistency in the caller experience, ensuring that calls were handled correctly across the contact center. The representatives were more confident as they had simplified guides to help callers, eliminating the need to remember complex processes or decipher technical documentation. The robust search engine in the ScreenSteps knowledge base made it easier for representatives to find specific procedures and troubleshooting guides quickly. This resulted in a more efficient troubleshooting process, reducing errors and unnecessary device returns. The improved process also led to increased customer satisfaction as issues were resolved on the phone without unnecessary medical device returns. | |
Quantitative Benefit
Saved $2.3 million dollars in reduced shipping costs in the first year. | |
Reduced time spent on searching for troubleshooting guides. | |
Decreased errors in troubleshooting process. | |