About the Client

The Client specializes in Plastic Surgery, Cosmetic Surgery, Hair Transplant, Dental, Orthopedic, Med spa treatments, Weight Loss and Dietary services. It also has a dedicated Hand Clinic that specializes in the reconstructive hand surgeries and treats patients with injuries, birth defects and degenerative disorders. The Group has three centers in the UAE – Al Wasl Road, Jumeriah Lake Towers and Mirdif 35 Community Centre and has expansion plans for more in Dubai and other Emirates.

Challenge

The aesthetic hospital had plain old analog phone system in use from their early days of operation. Experiencing growth, the hospital increased its service circle and founded two more branches in Mirdiff and JLT. These branches functioned as a standalone operation. Going forward centralized monitoring became a need but was not possible with their existing traditional telephony system. Further, the analog phone system was incapable to handle emerging technologies such as web chat, email and social media like platforms. Due to unavailability of reporting & analytics of customer calls, the hospital had a challenge with generating and governing new leads, since call disposition was not available. The hospital was also interested in exploring channels such as email, social media and web chat apart from regular phone calls as a means to connect to their existing and potential clients and using these channels to open new business opportunities.

Solution

To overcome the challenges in the client’s required daily customer engagement including internal communications, DVCOM designed solutions to resolve such tasks. The hospital’s analog telephone system was replaced with advance unified communication platform based on the world renowned popular open source platform, for the hospital’s regular and internal communication. All the analog phones were replaced with Yealink IP phones. To handle customer interactions, a dedicated customer service department was setup and state of the art Omni Channel Contact Center platform has been installed to manage the various communication channels that customer uses to interact with their end users such as email, web chat and social media. The centralized customer service department connects with their branches and uses a single system built platform for their various locations with the capability to incorporate additional locations in the future as well. The branches localized PSTN contact numbers are also connected to this centralized platform.

Solution Platform

Virtualization platform:	VMWare
IP PBX platform:	Open-source FreePBX 14
Omni Contact Center Platform:	Xcally Motion 1

Result

The Omni channel contact center empowers the hospital to offer their services across multiple channels like email, social media and web chats apart from regular voice calls to their clients. The analytics and reports made available also helps in enhancing their customer experience. The solution offers the ability to make free calls between head office and their branches. This also aids the hospital to save cost on local calls. The solution assists the hospital operations to make better progress, supported with futuristic level of services in the competitive healthcare industry.