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Audiology Service Quality Success Story

Taking customer care to new levels


“ There was another company we looked at helping us, but during the vendor review process S800 understood customers, survey design and the medical industry much better.” - Director, Commerical Services


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Situation:

There are plenty of new technologies and clever concepts that could help organizations offer better service to consumers. But few companies understand that amid all this rapid change, the fundamentals of great service remain the same.  Audiology not only recognizes theses key fundamentals but it’s committed to ongoing improvement in field services, support and sales to ensure each interaction with the customer is optimal.

Audiology set out to increase their service team’s focus on customer care and wanted the service team to have metrics/key performance indicators they could measure progress on.  They wanted to get a clear picture and regular feedback on how Audiology is performing.  Audiology also wanted to use the feedback as a way to attract new customers in expanded markets.  Audiology also wanted to create a department scorecard to see how they were doing from region to region


 SOLUTION:

Audiology looked at several different companies, but trusted S800’s experience and abilities in both customer data collection and capturing that data in the medical industry.

Working with Service 800 Audiology decided to go with a phone interviews vs. web as more data can be collected and customer feedback clarified.   They also chose to go with “Hot Sheet” alerts from Service 800 as immediate action could be taken to acknowledge and thank a customer or address a customer challenge they may be facing.


RESULTS:

Audiology was successful in setting up department scorecards that included customer metrics and the Net Promoter Score (NPS.) scores to measure performance.  Audiology can now see how one region is performing over another and understand the specific “why’s” so that adjustments with the customers can be made.  The Audiology program is so successful their own customers have asked for guidance on building their own customer focused initiatives AND Audiology is considering expanding it into the sales area.


 

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