BMJ is a wholly-owned subsidiary of the British Medical Association, the organisation has over 300,000 customers and more than 4 million users worldwide. BMJ’s dated infrastructure meant calls were being missed, customers were not being routed to the correct advisor and there was no link between the communication and the customer record. This prompted them to deploy Salesforce® and NewVoiceMedia for complete CTI integration. NewVoiceMedia’s ContactWorld for Service has revolutionised BMJ’s customer services with the following benefits:
- Easy and helpful interface, the integration with Salesforce® allows full visibility of customer communication from that customer records.
- Complete mobility
- Case-based management
- Due to NewVoiceMedia’s pay per user price BMJ has saved a considerable amount.
We looked at several contact centre vendors, but none could match the flexibility, cost-effectiveness and depth of integration with Salesforce® that ContactWorld provides. It has been transformative to our business, enabling us to offer excellent customer service while allowing staff to work remotely; whether at home or even in a different country. In fact, we currently have agents in the UK, Singapore and US.