Magazine article CRM Magazine

Medical Alert Puts Five9 on Call: In Urgent Need of a New Contact Center System, the Emergency Monitoring Device Provider Turned to the Cloud Solution for Aid

Magazine article CRM Magazine

Medical Alert Puts Five9 on Call: In Urgent Need of a New Contact Center System, the Emergency Monitoring Device Provider Turned to the Cloud Solution for Aid

Article excerpt

Medical Alert, a provider of emergency monitoring devices that connect users to emergency personnel at the touch of a button, had serious image problems. Its on-premises Mitel phone system was prone to weather-related outages, which wasn't instilling much confidence among its 250,000 customers. After all, if its contact center couldn't handle a simple billing question, how could the company be counted on in an emergency?

When users require emergency aid, they press a button on their device, which connects them to a separate, disaster-proof contact center. The calls are then routed to local 911 dispatchers. While this system worked well, the company's internal phone system for handling sales and customer service calls was not so reliable. The system also had limited capabilities beyond basic call distribution. It lacked call reporting and forecasting, which Medical Alert considered important features as it continues to undergo rapid growth.

So in May 2012, the company began implementing Five9's Blended Contact Center, a cloud-based software package that lets it handle inbound and outbound calls together. Also included in the Five9 technology suite are dialers, routing, and administration and reporting tools to manage agents, call flows, and coaching. The software integrates with Medical Alert's Salesforce.com CRM system, which it uses to manage campaigns and handle customer cases, as well as a number of other customer systems and databases.

Medical Alert also moved the 2,400 toll-free numbers it uses in sales campaigns onto the system, resulting in savings of roughly $500,000 a year.

The Five9 software is currently in use in the company's collections and customer service departments. The collections department has 60 agents. The customer service department, which handles sales, billing, credit card, customer support, and technical support calls, has 350 agents, many of whom regularly work from home.

Medical Alert agents handle roughly 100,000 inbound calls per month, including 60,000 sales calls and 30,000 support calls. Billing questions are the most common call drivers, but technical support issues are also fairly common.

Agents also make outbound calls to welcome new customers, explain the billing system, and upsell and cross-sell. They collect payments from customers who have fallen behind on their bills. …

Search by... Author
Show... All Results Primary Sources Peer-reviewed

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.