OUR WORK WITH WEBPT
WebPT is the market-leading web-based electronic medical records (EMR) platform for physical, occupational, and speech therapists. Back in 2015, WebPT faced challenges with its Shoretel telephony system, and the team realized they needed to make operations more customer-focused.
Through NewVoiceMedia’s technology, WebPT achieved the following benefits:
- More member-centric customer journey
- Better use of customer data allowing a more personalised service
- Improved efficiency enabling 126,000 calls to be handled in 2017
- Improved management reporting and visibility
- Increased conversion rates supporting the growth in member numbers
- Higher productivity across the sales floor
- Improvement in first contact resolution
- Average handling time down by 20%
- Call abandonment rate down from over 20% to less than 5%
- Customer satisfaction up, customer effort down
To find out more download the WebPT case study