International hotline for the cosmetics industry

What challenges did we face?

* Support for B2B customers using more than 20 different CeZ IT systems.
* Receiving incident reports, problems, enquiries and requests concerning healthcare systems in Polish and English.
* Handling enquiries from physicians, pharmacists and other healthcare professionals.

What we did:

Preparation

01
We recruited consultants with expertise in healthcare systems.
02
We prepared a knowledge base using recordings and materials received from the Client.
03
We designed the office, social and telecommunications infrastructure.

Implementation

We implemented encrypted fixed communication links and stringent security procedures in order to protect sensitive data.

We set up voice announcements, IVR, as well as IT infrastructure – a call handling and hotline management system.

Execution

We answered calls and handled e-mails and contact forms in order to solve users' problems.

We provided expert answers to physicians, pharmacists and other healthcare professionals, thus helping them to use the systems effectively.

We regularly monitored the quality of service and provided our Partner with detailed reports on service delivery.

Results

The security measures we implemented ensured that confidential data was protected and our service had a positive impact on the satisfaction of CeZ system users.