Intelligent CIO APAC Issue 01 | Page 65

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.” • INTELLIGENTCIO 65