TASKE In Action - successfully improving customer service

TASKE is in top game form! Boston Reed College and Health Design Plus have both expressed their pleasure at the dramatic and immediate improvement in their service departments since the implementation of their TASKE software and have recently shared their success stories.

Boston Reed College

Prior to implementing Automatic Call Distribution (ACD) and TASKE, Boston Reed found they were unable to keep up with the number of calls arriving at their business. In fact, they were losing business because people couldn't get through to a customer service agent. According to Boston Reed President, Dana Bernard, the limitations of their phone system configuration were having a negative impact on their customer service and ability to do business.

"Basically we had twelve incoming lines and our agents picked up the phone and said, 'Boston Reed can you hold; Boston Reed can you hold; Boston Reed can you hold' and tried to help the customer before the phone rang again. It was miserable. You couldn't help but hurry the customer through and that's not good customer service."

Upon the suggestion of their dealer, Pac-West Telecomm, Boston Reed implemented an ACD system and TASKE Contact and found an immediate improvement in their call handling and call management. Read the Full Story.

Health Design Plus

Health Design Plus also has a strong customer service function, and uses an Iwatsu ADIX^® and TASKE Contact in their contact center to service both plan members and health care providers. Prior to implementing ACD and TASKE, Health Design Plus was experiencing major challenges with their Customer Service department as customers were frequently experiencing long hold times. Without a queuing system in place, inbound calls would often be sent to voice mail, leading to frustration for both callers and agents. According to Health Design Plus Manager of Eligibility, Donna Rank, who was the previous Customer Service Manager, their ACD and TASKE implementation provided an immediate change for the better.

"Client satisfaction went through the roof after we implemented TASKE. Prior to the implementation, our clients were frustrated. Sometimes they had an urgent issue, as we're dealing with people's medical care and their finances, and they wanted to talk to somebody right away. They didn't want to call and leave a message and play phone tag. With TASKE, we noticed a dramatic decrease in the number of outgoing calls the customer service reps made and it made the department much more efficient." Read the Full Story.

Both Boston Reed College and Health Design Plus are extremely satisfied with their TASKE software and are looking forward to exploring even more of its capabilities in the future. View other customer case studies.