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Vet CX chooses MaxContact to improve customer experience

By Catherine Knowles
Wed 17 Jun 2020
FYI, this story is more than a year old

Vet CX has chosen to deploy MaxContact’s all in one cloud contact centre solution to support its engagement with vet practices around the country, according to a statement.

The company went live with the solution three months ago, and since then has cut costs of inbound and outbound calls by approximately 35% Furthermore, it is delivering an improved flow of inbound and outbound calls resulting in an improved experience for the organisation's vet practices.

In addition, the cloud-based solution has enabled practices to operate during COVID-19 as MaxContact is able to forward calls to Vet CX’s team of remote-based agents.

Vet CX, headquartered in Sydney, partners with vet practices across both Australia and New Zealand, from single, private surgeries to large independent veterinary businesses.

The company focuses on understanding customers’ needs and expectations, and providing the tools to set practice teams up for success. It provides benchmarking services, consumer insights, and tailored training packages.

The MaxContact solution replaces Vet CX’s legacy Spoke Phone outbound dialler with a comprehensive inbound and outbound dialler, to better support services for customers. It provides recording functionality, knowledge-based routing, and cloud-based reliability and availability.

Vet CX CEO Michael Mckeand says, “The decision to select MaxContact followed a market evaluation during which time we were impressed with the solutions ease of use and rich feature functionality.

“At the same time, we appreciated that its ability to rapidly deploy in the cloud would give us the flexibility to expand with additional sites over time and continue to enable our agents to work from home.”

Mckeand says, “MaxContact is an all-inclusive system that doesn't require lots of plugins or interfaces to third party systems which will enable us to scale as the business grows.

“We were also able to set up the system on our own without having a dedicated IT person but we were also deeply impressed with the MaxContact technical team who took the time to understand our business and provide a solution scoped to match our business objectives.”

MaxContact is supporting the Vet CX Customer Care Insights mystery shopper program which allows veterinary surgeries to discover what their customers experience when they contact a practice by phone.

Members of the program are mystery shopped each month via the MaxContact outbound dialler and are asked typical questions that pet owners would generally ask.

The resulting report benchmarks each practice with state and national averages, as well as other vet practices in the local area and provides each practice with a clear view of how they measure up against the industry. It also identifies areas where customer experience and training improvements can be made.

Mckeand says, “With MaxContact the turnaround in providing a report on these outbound mystery shopping calls is exceptional. The dialler speed is so fast that it enables us to manage more calls and generate reports in real-time enabling any changes at the vet surgery itself to happen at lightning speed.”

Vet CX has also charged MaxContact with supporting its V-Care program where calls to vet surgeries are answered remotely by a customer-focused team.

Vet CXs technology platform allows a virtual customer care team member to safely and securely access a surgery’s Practice Management System to take charge of the client experience.

All inbound phone calls are answered by the Vet CX virtual team, allowing in-practice team members to focus on customer care activities in the practice.

During peak times or periods of emergency, Vet CX can divert calls to the virtual team for set periods. Both in-bound and out-bound call programs are managed through a secure client portal enabling V-Care clients to remain in control of the data at all times.

Mckeand says, “In selecting the solution we were after flexibility and scalability in relation to enabling our company's expansion. We wanted the ability to add functionality for more complex call centre capabilities and to record calls or play disclosure statements as required for compliance reasons. We also looked for 'future proofing'. The system has absolutely delivered.

“In a competitive environment where pet owners have options for who they select as their vet provider, we know that customer experience is a key differentiator in the marketplace. MaxContact will provide us with a tool to support an exemplary customer experience in the years ahead.”

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