INTELLIGENT BRANDS // Cloud
Vet CX awards contact center
contract to MaxContact
Australian business Vet CX
has deployed the MaxContact
all-in-one cloud contact center
suite solution.
Vet CX, a fully-owned and managed
Australian business specializing in
providing customer experience for
the veterinary industry, has deployed the
MaxContact all-in-one cloud contact center
suite solution to support its remote network
of agents across the country and help the
company scale for future growth.
Since going live three months ago,
MaxContact has slashed the cost of inbound
and outbound calls by approximately
35% and is delivering an improved flow of
inbound and outbound calls resulting in an
engaging experience for the organization’s
vet practices.
In addition, the cloud-based solution has
enabled the company to operate effectively
during COVID-19 through MaxContact’s
ability to quickly and easily 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 to gain a deeper
understanding of its customers’ needs and
expectations and provide the tools to set
practice teams up for success. It provides
benchmarking services, consumer insights
and tailored training packages to help
practice owners and managers make small
changes and grow sustainable businesses.
The MaxContact solution replaces Vet CX’s
legacy Spoke Phone outbound dialler with
a comprehensive inbound and outbound
dialler, to better support the company’s
range of services for customers which
range from single, private surgeries to
large independent veterinary businesses. It
provides recording functionality, knowledgebased
routing and cloud-based reliability
and availability.
“The decision to select MaxContact
followed a market evaluation during which
time we were impressed with the solution’s
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,” said
Michael Mckeand, CEO, Vet CX.
“MaxContact’s 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 program
‘mystery shopper’ 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 it measures up
against the industry and identifies areas
where customer experience and training
improvements can be made.
“With MaxContact, the turnaround in
providing a report on these outbound
mystery shopping calls is exceptional,” said
Mckeand. “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.” •
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