When a dentistry business services firm started struggling to manage incoming communications and support needs, it turned to remote connectivity software from LogMeIn.
Texas, USA based KAD Dental Staffing was handling 4,000 to 6,000 calls every month out of existing call centres, helping customers with dental staffing and business services requirement across a distributed customer base.
Phillip Singleton, drector of operations at KAD Dental Staffing, set up and configured a new communications platform and remote-support system incorporating LogMeIn’s GoToConnect and GoToAssist.
“Because of the way GoToConnect works, we have a dedicated line within the phone tree, and we can say whoever is on call has access to that line and the calls go to them. It’s very efficient and it works without having to transfer to the physical mobile phone, which is especially critical in an environment where we don’t work together anymore,” he said.
Singleton set up and configured GoToConnect to have four phone trees complete with call queues to enable variable call routing depending on the time of day. Reports and dashboards offer visibility into call volume, abandoned calls, missed calls, and other performance metrics.
“Our previous solution worked to answer the phone, but that’s really the only thing it did,” he confirms. “Now, urgent calls that come in after hours can be handled efficiently from anywhere on the GoToConnect platform.”
LogMeIn’s GoToAssist cloud software means support staff can help employees working from home and having problems with either a phone or computer. It’s easier to help someone when you can see the problem they’re seeing, according to Singleton.
“I can look, touch their screen, make movements for them, and see exactly what they’ve got. I think that using GoToAssist helps people feel you’re actually trying to solve their problem,” he said.
KAD Dental Staffing targets dentists and dental practices with services around staffing, bookkeeping, dental business training, vendor coordination, human resource consulting and other services.
According to LogMeIn, dental offices can be “deceptively complicated ecosystems”.
“From part-time and full-time staffing, training, and a fully functional phone system for call processing and routing, they have many special requirements that need to be satisfied in order to operate efficiently,” according to the vendor case study — here.