Their Obstacle
Metropolis Healthcare faced challenges in efficiently connecting seekers to the nearest 650+ laboratories, routing calls to the call center when lab technicians were busy, and delivering SMS with application support links. These issues need to be addressed to enhance customer service and save time for both parties.
Our Approach
DeepCall resolved the challenges by implementing a cloud IVR solution that connects callers to the nearest lab or, if unavailable, routes them to the call center. Additionally, the system sends an SMS with an application support link to the caller after the call ends.
The Result
By implementing the cloud IVR solution, DeepCall effectively resolved the challenges faced by Metropolis Healthcare, achieving the following results:
- Callers can connect to the nearest lab by dialing a number and entering their area pin code.
- Calls are redirected to the call center if the lab does not respond or if the pin code does not match.
- Calls are directed to the state call center if the user does not enter the pin code within 10 seconds.
- An SMS with the application link is sent to the user after the call.
- The Metropolis Support system receives detailed caller information for better management and support.
"Really appreciate the entire infrastructure and flow for various products. The entire team is proactive and customer-centric always motivated to support at any given point. For our business stream, DeepCall products are helping and solving our purpose. Wishing the entire DeepCall Team great success !! Highly recommended !! "
Brief About This Case
Metropolis, India's leading diagnostic company, faced challenges in connecting seekers to their 650+ laboratories and managing call routing. DeepCall implemented a cloud IVR solution that efficiently connects callers to the nearest lab or redirects them to the call center, sends follow-up SMS with application links, and provides detailed caller information to the support system, enhancing overall customer service.