Two North East companies have partnered to drive excellence in customer service through the creation of an innovative unified communications software package.
One of the region’s most highly regarded private hospitals, Nuffield Health Newcastle, has joined forces with the North East’s longest established telecom and IT supplier, CCS, to deliver an innovative hosted solution to monitor, manage and create reports on call traffic both into and out of the Group’s Jesmond hospital. This new system has allowed the Nuffield Health management team to determine existing communication patterns and identify any areas for improvement in the delivery of a first class customer experience.
Nuffield Health is investing heavily in unified business solutions to further enhance its customer journey and improve customer satisfaction, including the installation of a new state of the art call system. However, before the private hospital group invests in the adoption of the new systems, it needed to monitor existing telephony patterns to understand any existing areas of strength or weakness.
CCS spent three months working in collaboration with Nuffield Health to understand what was needed in order to provide management with adequate call logs and real-time reporting. The company prescribed a custom-built CCS micro-hosted call management system, which interrogates all calls into and out of the hospital. As a direct result, the hospital predicts an increase in efficiency and customer service quality through pinpointing customer frustrations and improving consistency of the experience, offering overall benefits to the hospital.
Chris Land, Sales and Services Manager at Nuffield Health, said: “As a customer-facing organisation, it’s vital we provide the best service at all times and, in order to do so, we need to be able to asses and evaluate our processes, and be able to implement change if required.
“CCS advised we monitor our existing service before taking the leap straight to an entirely new one – we were impressed that they found a very cost effective solution to bolt onto our old voice system so that both they and us could fully understand our exact requirements. We’ve already seen impressive reports which have enabled us to change our processes throughout the hospital to the benefit of our patients and their families.”
Chris Lee, the owner of CCS, said: “We provided Nuffield Hospital with a full management solution which can instantly view how many calls are in progress or on hold at any specific time to help the team spot any patterns – it also shows if any calls have been missed so that the team at the hospital can call back.
“We work closely with our software supplier and IT team to create a bespoke service for each of our clients – all our solutions are never off-the-shelf because no two companies are the same.”
Chris Land continued: “We’re already looking at the second phase in our telephony upgrade where we’ll not only update the call in and out of the hospital but also how we can further improve patient stay through faster Wi-Fi in bedrooms and the availability of on-demand digital TV channels.”
CCS is a technology and communication based business providing superfast broadband, unified communication and managed hosting services for its customers. The company provides business customers with a dedicated, managed service covering: mobility, fixed line, data, contact centres and business solutions, while maintaining exceptional levels of service.
CCS was established in 1986 by Chris Lee and presently works with customers including Sunderland AFC, Nike UK and Sonoco, many of whom have been with CCS for over 10 years. For more information, please visit www.ccsmobile.co.uk or follow on twitter @CCSNorthEast