Case Studies... |
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Essex Medical and Forensic Services Ltd |
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The client |
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EMFS provides outsourced medical and forensic service to the Police in the East of England. It dispatches doctors, nurses and paramedics to police authorities when detainees need medical attention. |
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The challenge |
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EMFS wanted a robust call centre and customer relationship management system (CRM) that would allow them to track and report calls accurately. |
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The Solution |
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An Avaya IP Office Solution with Microsoft Dynamics CRM 3.0 system |
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Results |
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Rapid Response time-streamlining EMFS procedures allowing them to free up time for other tasks and projects |
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Timely accurate reporting |
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For the police calls and cases handled, allow the police to analyse and establish medical procedures quickly with EMFS |
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Faster call handling and response time |
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The solution identifies the caller location and matches it to the CRM record of the police location, allowing EMFS agents to dispatch the appropriate personnel. If they need to speak to a doctor, the system can automatically locate the doctor on call. |
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Meeting legal and Service level agreements |
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With third party integration with Weston Technology, all calls are recorded. Critical as medical calls can be admissible in court. In addition, the system allows EMFS to meet all police Service Level Agreements too. |
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