The Challenge: Disorganized and unreliable communications
LMC Healthcare operates 30+ locations across Canada. Leaders at the organization were becoming frustrated with their communications solution provided by a small, local VoIP service. In addition to unreliable service and frequent dropped calls, the system had limited data and reporting, which seriously impacted the functionality of the call center.
“Our business runs on data. And if we don’t get the data that we are looking for, there’s no way that we can measure performance,” says Ayesha Alam, Director of Operational Excellence & IT at LMC Healthcare. “And we were unable to do it with the reporting available from our previous vendor. It required a lot of additional manual work, and there was a lack of accuracy.”
LMC reached out to its telecommunications partner Revolve Technologies for recommendations on better communications platforms, and Revolve presented a few different options, including 8x8. In the end, LMC chose 8x8 because of its reliability, consistency, and top-notch reporting.
The Solution: Simple, intelligent, and efficient
In 2020, LMC Healthcare made the switch to 8x8, utilizing 8x8 Contact Center and 8x8 Work for business communications.
LMC provides care to over 77,000 patients across Canada each year, so it’s critical that the organization have a top-notch call center. The team is made up of around a dozen contact center agents, all of whom work full-time remotely. After making the switch to 8x8, LMC’s average call time went from 12-15 mins, or even 24-30 during busy times, to 5-7 minutes on average. “For us, quality really matters. And 8x8 has provided that quality service to us,” says Alam.
8x8’s reporting and real-time analytics has revolutionized the way that LMC runs its call center. And with customers calling in for reasons ranging from scheduling and logistical concerns to medical questions, it’s crucial that LMC’s call center is exceptionally well-organized. With features like callback options, call routing, and ring groups, the call center can stay efficient and call waits can stay short, keeping busy customers happy.
“We use a lot of reporting for the contact center,” says Alam. “And 8x8’s analytics provide the answers for all the key questions necessary for keeping a strong call center thriving.” The team measures everything on a weekly basis so they can better understand what type of calls are coming through and the best way to serve patients. Metrics also help them manage staffing needs and agent performance.
The Result: “After we moved to 8x8, we didn’t look back”
Since making the switch to 8x8, Alam and her team have been very pleased with their communications. “I deal with a lot of vendors, and 8x8 is the one company that I’ve never had any issues with,” says Alam.
One huge benefit has been 8x8’s reporting and data, and the agent training opportunities that the platform can offer. Alam described supervisors sitting down with agents to listen back to calls, review statistics, and analyze customer journeys from start to finish.
In the future, Alam and her team are interested in exploring more of 8x8’s offerings, including 8x8 Customer Relationship Management (CRM, for short) and 8x8’s suite of Teams integration options.
“After we moved to 8x8, we didn’t look back. We no longer have issues with call drops, the reporting is exactly what we want, and our contact center has been flourishing,” says Alam.
