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Arriva Medical
Presence Suite helps Arriva Medical Tripletheir Contact Center Productivity
Health
• All-in-One concept• Fast implementation• An easy end user interface• Flexible Open platform
Industry:
Key Facts forSuccess:
Arriva Medical specializes in providing free homedelivery of diabetes testing supplies. Arriva’s staffworks tirelessly to ensure that their patients getthe most out of their health insurance. Arrivaprides itself in making life easier for its clients;letting them bypass unnecessary procedures andpaperwork and reducing the wait time to receiveinsulin, blood glucose meters, lancets andeverything else related to daily treatments ofthis disease.
Arriva Medical needed a Contact Center Platformto support its responsive philosophy. After arigorous selection process, Arriva Medicalselected Presence Opengate. There were fourkey factors for the decision makers:
• All-in-One concept• Fast implementation• An easy end user interface• Flexible Open platform
Previously, in 2000, the co-founders of ArrivaMedical opened a similar company that did notperform well. Contributing to its poorperformance was an ineffective customerdatabase which took nearly three and a halfyears to develop 10,000 contacts. Today, ArrivaMedical founders rely on innovation anddevelopment.
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Client profile
From inception, Arriva Medical’s business modelhas required a Contact Center platform to servecustomers. Arriva Medical supplies all the devicesand medicines diabetics need (insulin, glucosecontrol devices, lancets, needles, etc).
Agents contact patients, with an offer to simplifythe fulfillment of their medicinal needs.Subsequently, agents contact doctors to makeall the necessary arrangements, also learning thetype of insulin and different medications of each
Arriva Medical'sNeeds
300
200
100
Calls per Agents
BeforePresence
After PresenceImplementation
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“It is always tough to manage agents’ productivityand to set goals without the right tools. Beforethe Presence implementation, we expected oursales people to make over 200 calls manually,but we didn’t count with the proper reportingtools and, in the end, we could not measuretheir productivity,” explains Miguel Martinez.
“In addition, before we implemented theprogressive dialing, the agents had to listen tounanswered phone calls, busy signals or callsrouted to answering machines. As result ofimplementing Presence progressive dialing, agentsonly speak to real people answering thephone and the contacts per hour have
increased,” says Martínez.
“We also have a team to call physician's offices,and we used to expect the agents to call 80doctors per day. After Presence was installed,the goal became 100, and many agentsregularly surpass this goal. By prioritizingwhich physicians we call first, we are able tomake calls more profitable.”
Miguel Martínez gives an example of their ‘biggestchallenge’: "with our limited resources, howwould we call nearly 2,400 customers duringthe month of September? We were ready tohire more people. Instead, we implemented
PresenceImplementation
patient. Arriva Medical sends clients their ordersdirectly so they do not need to visit the drugstoreevery month.
Agents periodically call the patients again,reviewing the amount and details of their last
order. Through this service customers receiveeverything at home and on time without havingto worry about going to pick up anything orabout medical paperwork. Additionally thereare agents dedicated to incoming calls andproviding customer service.
Arriva Medical Implementation Architecture
PRI
Incoming queue calls/ outbounddialer calls to PBX vía SIP trunk.
Call path open between OpenGateand Asterisk for each agent.
VMWare
Agents Managers
PBX(Asterisk)
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Some Technicaladvantages
Miguel Martínez explains the technical advantagesthe company gains through implementingPresence technology. “Because Presence hasan open database, using the Presence ActiveXand API components, we are able to querythe data and integrate it with our businessapplications. With Preview and Progressivecampaigns, we implemented the ActiveX controlsto get a pop- up screen within our CRMapplication. This allows our agents to flow rightinto the conversation with the customer withouthaving to wait for the application to search forinformation.”
“In addition to the tools available within PresenceSupervisor module, we use our own tools toquery and monitor progress and status. ThePresence admin and supervisor tools are veryeasy to work with; helping supervisors to managetheir agents by providing relevant data andmetrics. With the API tools, we are able to inserta new record into a campaign and prioritize itat the top of the list making it our next call. Inour business, the sooner we call, the higher theconversion rate. 80% of our conversions areon the first contact. Without the PresencePlatform, it was impossible to automatecalling new leads first.”
Results According to Miguel Martínez, thanks to PresenceSuite, Arriva met the 2009 goal for number ofnew customers using about 25% fewerresources. “If we average 100 calls per agentand get a 30% connection rate that would be
30 calls per agent. With the dialer making 300calls per agent, we have tripled the contactrate. So, with Presence we use fewer resourcesfor more conversions,” says Martinez.
80% of our conversions are onthe first contact. Without thePresence Platform, it wasimpossible to automate callingnew leads first.
progressive dialing and beat the goal daysbefore the end of the month and withouthiring additional resources. We have alsoassigned different agent ID’s to some resources.
Now, depending on where we need theresources, they can login to Presence and handledifferent campaigns at a moment’s notice.”
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US
Contact: José Luis Castaños400 Perimeter Center Terrace N30346Atlanta, GeorgiaUnited States
Tel: +1.800.847.3309
Barcelona (HeadQuarters)
Comte Urgell, 240 3-A08036Barcelona - Spain
Ph: (+34) 93 10 10 300Fax: (+34) 93 10 10 333
E-Mail address:
General Information:[email protected]
Marketing:[email protected]
Support:[email protected]
Alliances:[email protected]
Sales:[email protected]
Presence Technologyat Arriva Medical
Presence IVR
Presence Recording
Presence Voice Outbound
Presence Voice Inbound
Presence Intelligent Routing
manages the incoming call flow.
provides a flexible outbound dialingplatform that emphasizes operationalefficiency and empowers business usersto adapt to changing requirements.
totally integrated with Presence Suite,allows telephone conversationrecording using two different methods:Following a pre-established plan andupon an agent's request.
allows business strategies based onintelligent routing of contacts that comeinto a Call Center over any channel
integrated with Presence IntelligentRouting to make the most of theexisting synergies between the routingstrategies and the business rules in thecompanies.
