table of contents

At a glance

Industry: Health Care and Telehealth
Number of Contact Centers: 3
Number of Agents: 630

Why CxEngage
• Functionality to enhance the customer journey
• Stability
• Flexibility and ability to self manage
• Reporting and Ease of Use
• Reliability and Compliance
• Cost Savings

Overview

Nuffield Health is one of the largest nonprofit healthcare organizations in the United Kingdom. Established in 1957, they currently operate 31 hospitals, 112 fitness gyms, 212 corporate fitness and wellbeing centers and 5 stand-alone medical centers as well as a number of contact centers. They also have the largest network of physiotherapists outside of the NHS, who work for them remotely.

Challenge

Due to the nature of their work and range of locations they operate from, Nuffield Health was looking for a scalable, compliant and reliable system that would perform across the business. With visibility and the ability to self administer changes also high on the agenda, they had a very clear idea of what their new solution should look like. The three biggest issues with their previous technology were stability, it’s lack of advanced reporting functionality and how inflexible it was – and Lucy Balmer, their Head of Contact Centers was concerned about the impact this was having on their customers. Given the nature of Nuffield Health’s work they must also adhere to strict clinical governance frameworks – meaning that as soon as an issue occurred, there was an instant impact on productivity. “When there were problems it wasn’t just our inbound traffic and contact centers [we had] to think about” said Lucy. “Take our remote workers for example; they couldn’t complete any of their clinical assessments if the system went down, as all of their calls must be recorded.” Left feeling unsupported by their previous
provider, they were looking for a new partner that not only delivered the above, but gave them complete confidence and a guaranteed high standard of ongoing support.

The extent to which the platform is helping us to improve the customer experience has far exceeded expectations. We can be dynamic and flexible when directing and routing calls… it’s put us in a much better position, both when it comes to understanding customer needs and addressing them.”

lucy balmer, head of contact center, nuffield health

Solution

Despite the scale of the deployment, CxEngage was able to be fully implemented in a matter of months. Nuffield Health was keen to complete the roll out as quickly as possible, and was impressed with how smoothly the implementation went even at the heightened pace. “Right at the start of the process we had some very thorough and honest conversations about the process, which really helped when it came to managing expectations and planning resource as needed.”

Outcome

Thanks to the success of the project, Nuffield Health saw instant benefits in a number of key areas. They quickly started to reap the benefits of being more dynamic, making changes to further optimize their processes based on key insights into their operations. With visibility of calls received (missed) out of hours for example, call backs can be placed and these volumes can be monitored over time in case more fundamental changes are required. Not only that, if they make a temporary change they can then reverse it when needed without having to go through a third-party and incur cost/lead times. Lucy Balmer noted, “The extent to which the platform is helping us to improve the customer experience has far exceeded expectations. We can be dynamic and flexible when directing and routing calls, we can be reactive and make temporary changes as well as setting up new rules – it’s put us in a much better position, both when it comes to understanding customer needs and addressing them.”

The company has also instantly benefitted from positive results when it comes to downtime, cost (call charges etc.) and productivity thanks to the usability of the product. Thinking about the agent experience, Amy Parkinson said, “The agents are finding it a lot easier to use than the previous platform. They’re really happy with how everything flows, they love all of the (new) features – they also like knowing that the management team has complete visibility of what’s going on, so if something does happen it’ll be on our radar straight away. The user documentation is also great.”

She also commented on the ease of working with call recordings, how they’re now in complete control of the quality of their service and how everything facilitates them both maintaining their clinical governance levels, and the all-important customer experience.