Business Case
An excellent customer care center requires many things. The goal is to increase the overall productivity and customer satisfaction for end users, as they go about their day-to-day activities. Our clients need to know that their users are well-served.
Users need prompt and timely access to customer care specialists. The specialists assisting the end users need to be knowledgeable and experienced. The care center needs a clearly defined ticket escalation process with multiple levels of support, online ticket tracking software, and operational reports and metrics to track performance and identify potential deficiencies.
Clients come to CMA for customer care because their solutions were not providing end users with the immediate access to knowledgeable customer care specialists who could help them resolve their questions and issues.
The Solution
CMA Enterprise Customer Care Center has a proven infrastructure and mature methodologies that exceed the requested support service standards our clients define. We have provided web-based application and end-user support services for more than twenty years. CMA help desk specialists possess significant and pertinent healthcare business knowledge and experience, so that they can more efficiently and effectively respond to end users.
The CMA Enterprise Customer Care Center provides multiple levels of support.
- Level 0 support: A self-service portal that will be available 24 hours a day, 7 days a week online with self-guided help, online training materials and FAQ’s.
- Level 1 support: Includes tasks such as assisting users with password resets, training scheduling, system navigation, basic portal functions, and confirming the user has received a satisfactory resolution.
- Level 2 support: Covers functional or user access issues such as a report doesn’t seem to be working accurately or a user cannot view data that they need access to.
The CMA Enterprise Customer Care Center answers user inquiries from 8:00 am to 5:00 pm, Monday through Friday (except for federal and State designated holidays). User inquiries can originate by phone, email or through CMA’s electronic ticketing system twenty-four hours a day, seven days a week. All tickets, regardless of origin, are addressed and, except in very rare cases, resolved within five days of submission.
Items that cannot be resolved by the End-User Support Team or are classified as enhancements or defects are escalated to the development team and/or the client for further review and resolution.
CMA also captures the data elements necessary for meaningful tracking and reporting on customer interactions with the helpdesk. Our robust reporting capabilities allow authorized users to create ad-hoc reports based on the needs of the client. Access to the ticketing tools dashboard and reports is provided to our clients so they can review any tickets, its status, history, and summarized views. Alerts can be setup where changes to the ticket resolution can be emailed to key stakeholders for highly critical tickets.
As with all of CMA’s solutions, our Customer Care Center is secure.
The Results
Using the CMA Enterprise Customer Care Center can result in reduced costs, significantly diminish the risks associated with transitioning to a new help desk, and ensure that all end users get the support that they need to successfully complete their day to day tasks. By receiving improved support for their end users, CMA’s clients increased customer satisfaction and overall productivity.