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Healthcare provider selects customer contact solution from mplsystems

mpl.systems.case.study.image.2014mplsystems to significantly reduce call and email waiting times for The 3fivetwo Group, connecting patients more quickly with specialist healthcare professionals

Leading Northern Ireland-based healthcare provider The 3fivetwo Group has deployed a next generation customer contact solution from mplsystems to support their growing volume of some 140,000 patient episodes each year. 3fivetwo was determined to provide its patients with an improved customer experience, particularly as its patient calls increased from 1,000 to 5,000 per week.

 

mpl.mark.regan.image.2014“3fivetwo is owned by healthcare professionals, and we’re committed to putting our patients at the forefront of everything we do,” commented Mark Regan, CEO of The 3fivetwo Group’s Kingsbridge Private Hospital in Belfast. “Effective customer engagement is an essential part of our business and, following our recent expansion, it was important that we matched our healthcare services provision with the highest standards of customer contact. Engaging mplsystems means we now have the technology in place to support our patients through our best practice contact centre operation.”

To support 3fivetwo, mplsystems has deployed an integrated multi-channel contact centre solution capable of handling voice, web and email interactions through a specialist intelligent agent desktop for 3fivetwo’s 40-strong contact centre team. Due to strict healthcare and patient confidentiality regulations, mplsystems designed the solution to successfully secure private patients records within the contact centre environment by only allowing authorised agents to access specific private patient records. This solution from mplsystems has enabled patients to benefit from much quicker transfers to the right healthcare professionals, while significantly reduced contact handling times provide an improved customer experience

According to 3fivetwo’s Mark Regan: “Efficient customer engagement is critical to the longer-term success of The 3fivetwo Group, and with our new mplsystems contact centre solution in place we now have a powerful engine to support the group’s continued growth. With our mplsystems multi-channel contact centre solution in place we also plan to explore options to cater for emerging digital communications channels such as social media. As an added benefit, we now have much greater insight into the volumes and types of contact we’re getting, helping us to plan more efficiently and be even more responsive to customers.”

mplsystems.paul.white.image.2014“Patients are no different from any other consumers, and increasingly expect their healthcare service providers to make contacting them as easy as possible. 3fivetwo clearly recognised that effective customer engagement is a critical part of the overall healthcare service it provides,” added Paul White, CEO at mplsystems. “In selecting mplsystems as its technology partner, the group has invested in a flexible customer contact infrastructure, and we look forward to working closely with 3fivetwo as they continue to invest in key areas such as CRM and Big Data to support customers across all their interaction channels.”

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