The London Clinic – Increasing Accessibility and Value Creation
We've been a customer of Britannic for a year now, but we've had a relationship for a number of years, it actually started at one of these events [Convergence Summit] and eventually, we managed to get them in [Britannic] to be our main maintainer and telephony provider.
We have a contact centre with Britannic and they also provide our general telephony services but we built that contact centre within the clinic, using the Mitel Ignite platform and various Mitel systems that we've added on since then so Britannic are managing that for us but also looking at developing further opportunities with our other systems so we can try and streamline.
What we've heard a lot about today is to try and look at ways of smarter working and improvements, mainly looking at how we handle our customer and patient experience.
I think generally there are a lot of problems in any industry, the pandemic has been a factor and in private healthcare in particular we've seen an increase in self-pay and that's primarily because of the delays in the NHS waiting lists, oncology being a big part in that.
And so we've tried to assist the NHS in many different ways, using the contact centre was a huge part of that but also nowadays in the market has changed massively...theres a new playing field; a lot of competitors that we didn't have before in central London in Harley Street which is the hub of private healthcare in London and theres been other providers come over from the US so we can no longer just live up to our name and our traditional customer base and it's really about how we differentiate ourselves and part of that is how we manage our customers and how responsive we are.
So I think a point for us was becoming an extremely responsive support in the contact centre and allowed us to become more easily accessible for our customers and consultants, our secretaries and our patients, that was sort of the first step and now it's really about looking at smarter working and what else we can do and then looking at extra resources and some of things coming up in todays event are very very interesting like gamification and key things like customer experience and employee experience and how they come together, that's what im looking at to gain from today".
Dustin Zambon - Customer Service Manager, The London Clinic