RLDatix strengthens customer service with Genesys Cloud

RLDatix develops software for healthcare organizations and supports more than 10,000 organizations in more than 30 countries. These organizations rely on RLDatix’s software to support important healthcare operations, making reliable communication and timely customer support essential.

As RLDatix grew into a global business, its customer support and employee communications environment became increasingly complex. Different phone and contact center platforms were supported by different systems, processes and data sources. This created inconsistent reporting and made it difficult to measure service performance or deliver a consistent customer experience across the business.

In North America, the legacy telephony solution used by the support team limited the visibility of speed-to-answer performance. They could also not access the historical data needed to establish measures such as average handle time and agent working time per call.

To provide a consistent customer and employee experience, RLDatix needed a standardized solution that would replace fragmented systems and processes. For its North American support organization, this also meant establishing consistent reporting, improving queue management and applying standardized support processes for all products.

Working closely with RLDatix, NTT DATA consolidated customer support communications on Genesys Cloud and moved employee calling to Microsoft Teams. Together, these changes gave RLDatix a more consistent way to manage customer interactions, support employees and scale communications across a growing global organization.

The Genesys Cloud solution integrates customer relationship management (CRM) and contact center functionalities. In North America, the migration was completed in two phases. This brought all North American support phone lines onto a single global platform.

The Genesys platform provides centralized routing and reporting and integrates with Zendesk. This gives RLDatix a more consistent way to route customer contacts, monitor performance and apply common support processes for North American products. The platform supports RLDatix's wider digital self-service strategy and gives support teams more customer context when handling interactions.

For employees, cloud calling on Microsoft Teams makes it easier for colleagues in different countries to connect and collaborate, whether they’re working in an RLDatix office or elsewhere.

NTT DATA manages the contact center and internal communications platforms for RLDatix. Services include ongoing monitoring of the environment and day-to-day operational support as well as working closely with RLDatix's teams to regularly add new features and adjust the solution as needs change.

RLDatix set out to standardize customer and employee communications while gaining a clearer view of service performance across its growing business. With a new communications environment in place, the company has improved phone-answer performance, established more consistent reporting and created a common foundation for future growth.

More consistent phone support

Since the rollout, phone-answer rates across the North American support organization have stabilized at between 80% and 85%. For support teams, the average time to answer a call is around 20 seconds. Across UK and Ireland support queues, phone-answer rates consistently range between 90% and 96%, while average speed of answer is approximately 50 seconds.

Clearer visibility of performance

Centralized reporting gives support leaders a more consistent view of performance measures, such as the speed to answer, for all products. This helps them manage call coverage and support operations.

Simpler business communications

RLDatix has simplified how employees and support teams communicate. Microsoft Teams supports employee calling, while the cloud contact center solution brings North American support phone lines onto one global platform.

Reduced costs

The move to a single global telephony approach has reduced charges and line leasing costs by 5%.

A foundation for continued growth

The company now has a platform that is flexible enough to adapt as its support requirements change. New teams, technologies and acquired organizations can be added to the wider communications environment as the business grows.