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Medical Lab Slashes Customer Response Times, Gains New Insight Into Service Trends

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customer support services

Overview Pathology Associates Medical Laboratories (PAML) of Spokane, Washington, was doing a great job testing specimens but knew it could improve customer service. After customers complained about lengthy response times, PAML invested in customer relationship management software for all customer-facing employees. The result: three-day response times have shrunk to minutes or hours, management can proactively monitor service metrics to avert problems, and employees can access up-to-date knowledge when customers call. PAML is now offering its improved customer service capability to partner hospitals.

Further White Paper Details
Publisher	Microsoft	File Format	WORD
Date Published	April 2007
Format	Case Studies
Topics	Customer Support Services, CRM Software

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