CASE STUDY · Healthcare
Kolors Healthcare
Industry
Healthcare
Client
Kolors Healthcare
Integration
Outlook
Products Used
Service Cloud, Marketing Cloud
Kolors Healthcare is an organization of health and wellness specialists with a mission to help you discover your inner and outer beauty so as to achieve sound health and fitness. As pioneers of the concept of holistic well-being, Kolors brings you the most advanced treatments and therapies that focus on relaxation and revitalization.
01
The Brief
7 challenges
No tool for managing the duplicates leads.
Limited Visibility into Field Operations: No real-time technician tracking.
Leads lost because of no visibility into sales stage.
No clear tool available for management to see overall progress.
Manual process to enter the detail of leads coming over toll free number calls.
No visibility into tracking service agent performance.
No report generation for Sales and Agents.
02
The Approach
Solution
Created a component to book an appointment..
Lead Management modules allow users to capture leads coming from the Web, Facebook, WhatsApp, Phone, etc.
Maintain detailed information about the customer.
Integration with Convox. CTI logs the calls at their end and sends the recorded call and other customer details to store in the system.
Call Agent utility developed to show incoming caller information to the service agents.
03
Stack & Tools
04
Impact
Easy to maintain the Lead and Customer in the system.
All leads are captured into the system and auto-assigned to the respective information centre.
Activity Management can provide information on various communications performed against each Lead/Account.
Better visibility into the Reports for management.
Higher visibility for management to see the number of calls made during the day.
No Lead lost in case of Service Agent is not available to attend the call.
Achieved higher customer satisfaction as a direct result of the service Process now being automated.
