Queue Management Solution for Healthcare (Hospitals, Clinics, Pharmacies, Diagnostic centers)

by with No Comment Complaints Management ModuleCustomer Flow ManagementCustomer Flow ManagementHealthcareQueue Management

The Importance of Queue Management To healthcare providers

The importance of Queue management solution in healthcare facilities can never be over emphasized especially now that we are battling a pandemic. With a Queue management system for hospitals, the healthcare providers can manage the patients flow, keeping them informed about the queuing process and assuring that their priority in line is being respected.

Generally, In the services industry, a queue management system is used to streamline feet traffic and flow through their services centers in this case hospitals, clinics, diagnostics and even large pharmacies.  With a customer flow management solution, Administrators can ensure patients do not have to wait longer than they must in your services centers. They are empowered to choose when to be in the hospitals by letting them book and join service queues virtually. This can be done from anywhere, using SMS, social media, a smartphone app, or a website booking system. With our Queue Management solution Bloom, Your Patients can plan their movement and still be in your facility to be serviced on time and creating space for other services ad patients who need them. In the post, we will be looking at the benefits our solution offers you as a healthcare services provider and your patients.

 Benefits of Queue Management to Hospitals 

1. Patients can book appointments before coming to the hospitals         

Our solution supports virtual appointment booking to allow patients to arrange for appointments in advance. With Bloom Appointment’s widget in your website, hospital can use receive and keep track of the number of appointments made at a time and can manage their space to serve patients based on the urgency of their conditions and will in turn reduce feet traffic.

 2.   You reduce waiting periods by 50% with notifications inside the Healthcare Facility

Besides booking an appointment in advance, the virtual queue management system can also allow hospital management to deliver SMS notifications to patients about the date and time of their appointment.
Patients can arrive at the healthcare facility just ahead of the appointment and wait in their car or near the hospital. An SMS notification will be delivered when their turn comes.

3. You can manage Unplanned visits with Digital codes and Tickets 

Digital Tickets empower patients who need to visit the healthcare centre and do not have an appointment. With a QR code that can be scanned with the patient’s smartphone, he or she can be allowed to join the existing queue without touching the traditional ticket dispensers screen or disrupting the existing queue.

4. Digital Signage for information dissemination

Our solution connected and displayed digital screens. Hospitals can use the signage feature for displaying queue information and for adverts, news and events and delivering essential healthcare updates, reiterating safety guidelines for the pandemic, and other critical information.

5. Enabling superior Patient management and Staff performance

An effective digital healthcare transformation solution that introduces virtual queueing can also enable for better patient journey management. These systems can allow the hospital to gather feedback regarding the quality of patient care and staff performance.

These data reports can be used to provide a better patient experience and identify any discrepancies in healthcare services.

Scimitar Global Services Limited in partnership with Q-Better offer a cutting-edge digital transformation solution in customer flow/Queue Management to help hospitals modify and improve their service models to address patient concerns and promote their safety.

Patients can take their turns sooner by scheduling an appointment online or generating a virtual ticket. Arriving at the site, checking in or taking a turn is also a simple and straightforward process. Our Solution will indicate the name of the Patient in screens displayed on-site along with a sound signal or even voice calling of the ticket. It is also possible to notify customers through SMS or mobile notifications during this process to ensure they do not miss their turns.

After receiving care, Patients can also give feedback through surveys available on-site on their mobile through a form that can be customized with any type of question that might be useful for your business.

Scimitar Global Services Limited is the local partner for Q-Better in Nigeria and currently pushing Bloom and Qube, the two-queue management solution and service in the Nigerian market for adoption amidst competition with the existing known brands. The values our Queue management solution offers your business is huge with great returns on your investment. Contact us today by sharing your details with us here.

 

VIDEO BANKING AND VIDEO CONFERENCING, WHAT IS THE DIFFERENCE?

by with No Comment Bank branch TransformationCall Center SolutionsComplaints Management ModuleContact Center AutomationContact Center SolutionsConvenient BankingCRMDigital branchesMicrosoft 365Microsoft Dynamics 365Microsoft Modern Business SolutionsOffice 365Smart Bank BranchVideo Banking SolutionsVideo Engagements and Conferencing Solution

THE DIFFERENCE BETWEEN VIDEO BANKING AND VIDEO CONFERENCING

“Is this not same service like Skype, Zoom or like Teams?” “We have been using them for meetings all this while, why can’t we use them to manage customers?”

These are some questions I have been asked in addition to rejections due to budget in the last 6 years that I have been pushing for adoption of Video Banking as one of the Omnichannel touchpoints to redesign Banking for the future and for financial inclusion.

My response is that those are video conferencing solutions or platforms that you can use for virtual meetings and team collaboration, but they not designed for Banking.  This seems to not have convinced most Bank C-level apart from two Banks in Nigeria that has our solution and using it for diaspora banking. I want to appreciate GTBank Plc, as the leader in use of Technology in Banking in Nigeria.

Even as Chief Innovations officers and CTO or even Customer Experience Group heads and leaders, you might get these questions from your CEOs, Executive team or board when you present your plans to improve your digital channels and improve customer experience. It is always about the cost and then… What’s the difference between video conferencing and video banking? Video banking is to expensive; Can’t we just use same Skype or Zoom to meet virtually with our retail customers with less or no overhead cost?

Video Banking Solution comes at a cost as it is an enterprise solution but when it comes to digital channels like this, cost savings shouldn’t be the only factor to consider. Security, Convenience, customer experience, compliance, and workflow designed with banking use case must be included in your Bank’s due diligence. The Return in investment outweighs the total cost of ownership.  On the other hand the SaaS model is always available as another option.

According to financial News London, confirmed reports have it that Bank of America, BNP Paribas, Citigroup, Deutsche Bank, JPMorgan, Standard Chartered and UBS advised their employees against using video conferencing tools for Banking purposes due to the noncompliance of these almost free Video conferencing tools.  As a Microsoft Partner and Indirect Cloud Solutions Provider, Even Microsoft teams which is secured and well accepted in Nigerian Banks today is not a Video banking Solution. We know the difference and capabilities of solutions we carry and will honestly can draw the line that for external meetings and Internal collaborations, use Microsoft Teams but when it comes to offering Omnichannel Banking Services for good customer experience and security, Use Kuber Video Banking from SGSL as it is designed solely for Banking and we leverage Microsoft Azure, Dynamics CRM , Microsoft 365 and Active directory to deliver the solution to ensure the full business value stays within our offering for customer satisfaction.

Oh I forgot, here are the two definitions from google search results:

“Video conferencing is an online technology that allows users in different locations to hold face-to-face meetings without having to move to a single location together”

“Video banking is a term used for performing banking transactions or professional banking consultations via a remote video connection. Video banking can be performed via purpose-built banking transaction machines (similar to an Automated teller machine), or via a videoconference enabled bank branch.”

So there is a big difference between Video conferencing and Video Banking when it comes to Banking as the latter is designed solely for Banks to foster and offer secured and convenient banking experience to customers especially in line with Banks omnichannel roadmap to reduce foot traffic to their normal brick and mortar services which has since been gulping resources in operational costs

Here are the diverse ways they differ:

SN VIDEO BANKING VIDEO CONFERENCING
1 Video Banking addresses the consumer side of collaboration and enables communication between businesses providing the ability to share educational information and provide a platform for business negotiations. Video conferencing platforms only enables communication between businesses provides the ability to share information and provide a platform for business negotiations but does not take care of the individual.
2 Video Banking does not require both parties to set a date and time to communicate. Customer can at any time access Video banking for a Face-to-Face Chat from a Banks website, kiosk or mobile app. So far there is someone available to speak with him from any Video enabled device. Video conferencing platforms require both parties to set a date and time to communicate, which creates service friction and customer dissatisfaction with missed appointments on both sides.
3 Video banking is very secured and has passed all ISO and Global standards for Banking. Ask for documentation for Kuber Video banking from SGSL. Our Video Banking solution has passed all compliance test required. Video conferencing and chat apps aren’t secure enough for banking transactions.

 

(You’ve probably heard the recent news about the iPhone FaceTime bug that allows users to eavesdrop on others before they even accept the call.)
4 Video Banking offers a secured face to Face engagement between your bank and your customers and cannot be hacked. Customer data and transaction are secured and protected from breach. Video conferencing platforms are insecure and can exposes the Banks to litigation for breach of trust which can bring bad publicity.
5 Video banking comes at a cost as it is an enterprise solution but when it comes to digital channels, cost savings isn’t the only factor to consider. Convenience, consumer experience, compliance, and workflow must be included in your Bank’s due diligence. Yes Video conferencing is almost free and cheaper to deploy and use but it applies to normal meetings and engagements for example as a vendor, we don’t have to physically be at the Bank IT office with the whole team of engineers.

We can work remote rather than for an in-person meeting.
6 Video Banking expands on the face-to-face digital communication by recreating an entire branch experience, with tellers, consumer service representatives, loan officers, and financial advisors. It will just like the customer is being serviced at the bank physically yet from the confines of his home of office. Video Conferencing allows for just normal face to face interactions for meetings.
7 Video Banking is custom built to meet the needs of banking consumer, with well-defined banking use cases supported by with banking workflows and processes for an optimized service delivery. Video Conferencing is built for conference calls, meetings and document shares.
8 Video banking usually supports the following Banking use cases

·       Document collection

·       Document signature

·       Screen sharing

·       Presentations

·       Co-browsing /URL sharing

·       OCR Data capture

·       Banking KYC

·       Account Opening

·       Standardized business workflows

·       Robust Reporting

·       Branch, web, and mobile deployments

·       After call surveys

 Video Conferencing usually supports the following Banking use cases

·       Document collection

·       Screen sharing

·       Presentations

 

 
9 A robust video banking app brings all your products and services together, which increases your staff efficiency and racks up sales for increase revenue. Video conferences is just for video calls and collaboration to improved employee performance
10 Video banking has contact center features and can be built into your call center queue; making it an on-demand and click to call for consumers, just the way retail banking channels should be. Access to banking without asking for licenses Video conferencing does not have contact center features and cannot be built into existing queues or business rules. Only Microsoft teams can run with its complementary solutions stack for a B2B. It does not give good customer experience to the retail customer.
11 Video conferencing cannot be integrated into your existing customer management processes, and it requires but the customer and the relationship manager to show up at a scheduled date and time. Most Video conferencing platforms are not designed for businesses to own and manage themselves and this requires that participants still show up at the same time
12 Video banking automatically records all Video engagements sessions which are spool able in called reports, Bank can produce logs and metrics to track performance and provide data to prove compliance to Banking regulations. While some of the Video conferencing platforms are now recording their sessions it is at the agreement of the users or customers.
13 Video banking apps are not cheap but compliant with security regulations that assures security of financial data of both Bank and its customers. Video Conferencing platforms like Skype, Zoom, What’s app, WebEx and FaceTime etc. are good and affordable platforms and user friendly.
14 Video Banking can be embedded as our API allows Banks to host their video calls directly in their mobile app or website – no need downloads of plug ins, no redirects, and no waste time. Video conferencing platforms have mobile clients you can download from App stores but with branded clients
15 Video Banking Supports WebRTC even on mobile Some Video conferencing support webRTC some require you must download a client

 

Even before the outbreak of Corona Virus aka Covid19, a few Banks or even Global financial institutions allowed Video conferencing for meetings, but they restricted themselves to a few approved secured platforms to ensure security of Bank’s information. As a Fintech Solutions provider, I remember having to visit Serval Bank HQs with my team for presentations and Demonstration of our Omnichannel Video Banking Solution and Contact center Solutions as conference calls were not preferred, except in very rare cases to bridge gaps which it was best for just meetings. GTBank Plc was the first Bank to trusted us and launched our Kuber Video Banking Solution for their Diaspora Banking services. Click here to test GTBank Video Banking.

But the pandemic came and shut us all out, drastically reducing in-branch and physical visits to businesses across the globe, now forcing financial institutions to consider leveraging digital alternatives both for meetings, support and for Banking.  Which is how the VCs took over the market as Banks had to rely on video conferencing solutions but now realizing that these platforms does meet the needs of both the bank and its customers in the long term as they come with challenges of low security and non-compliance.

Now we present the better way: Kuber Video Banking Solution from SGSL. A Secured and complaint Video Banking Solution for Banks embedded into your Bank’s website, Online Banking, Mobile Banking and even Kiosks, ATMs in your Galleries and any data enabled devices for a click to call feature that allows your bank to host secure video calls directly in their app or website – no downloads, no redirects, and no wasted time.

Take back control of your digital customer experiences with SGSL’s Kuber video banking solution and continue to build stronger customer relationships with trust especially with the revised operation hours in branches, Banks can make its touch points more proactive, relevant, and frequent.

Book a demo here!

How Your Call Center Agents Can Work from home with HoduCC

How To Effectively Setup, Launch And Manage A Remote Call Center Solution For Your Business

by with No Comment Call Center SolutionsComplaints Management ModuleContact Center AutomationContact Center SolutionsCRMDigital MarketingMicrosoft 365Microsoft Dynamics 365Small BusinessSocial Media EngagementTraining , Development and EmpowermentVideo Engagements and Conferencing Solution

How to effectively setup, launch and manage your remote call center for your Business 

With the advent of corona virus pandemic newbie aka COVID-19, a lot of businesses were forced to shut down their operations as directed by World Health Organization (WHO) and Governments in order to flatten the curve of infection and reduce the spread of the virus.   While some businesses may not really be affected as they fall within the allowed number of staff and can still practice social distancing in their offices; Some businesses with large number of employee siting in one space like Call centers were forced to shut down.  So many jobs were lost and the lucky ones were asked to work from home. The Former could be seen as those businesses who do not already have remote work policy  in place and now cut unawares; unlike the latter, who already have in time past embraced work from home policy.

So we can say that many contact center employees lost their jobs as the allowed number of agents had to be reduced to maintain social distancing while some who have embraced remote work technology were able to ensure their business continued by making them work from home.  The reality right now is that perhaps even after this pandemic, remote work may become a standard for many of these businesses, having survived and stabilizing, given the circumstances.

So here is how you can effectively setup, launch and manage your remote call center

1) Getting the right Call center Technology.

You need to check if your existing call center or contact center technology supports Remote work.  Does it support Omnichannels remotely? If Yes, then you can set up the remote work service and launch. But if you do not have that, then you have to either consider buying a new Virtual Call center Solution  that support remote or Virtual call center Agents or renting or leasing a Contact Center as a Service  a cloud platform as a services from SGSL) You also need to embrace Vide conferencing for face-to-face meetings with your agents, this goes a long way on communication.

Once you have recognized the need for a Call Center as a service or a new Solution, you need to find a suitable vendor like SGSL who meets your requirements. We understand that there are so many Call center Solution Software and providers in Nigeria but here are some pointers that can help you to shortlist the right vendor for you.

You need a web browser-based Call center application with automatic inbound and outbound Call features as well as Automatic call distribution. This will get your agents up and running more quickly and help improve quality without having to install any software on their system. SGSL offers options based on your budget book a demo

 

2) Ensure Secure Network connectivity between agents systems and your Systems.

Your IT and Network team must ensure agents can work over a secured network.  They need to have work-approved personal firewalls on their computers to protect home-based internet connections so that no one else, including neighbors, can get on the network.   Except the business is providing them with laptops and computers to work from Home. Agents should authenticate to the network so that, even if log-in information is saved, they face an extra step that authenticates the agent is personally accessing the service and that someone else is not using their computer to gain access to confidential files.

3) Training the agents on remote work with the new technology.

If you are getting a new Cloud Call Center technology which supports remote work and maintains all channels your agents are used to.  Then Train each team member on all available channels on the new or existing solution that you’ll be using, so that they are fully aware of the functionality and tools available even remotely. No Assumptions!

4) Ensure that you Have a central Monitoring system for management of your Agents

Remote monitoring solutions come as part of features of Robust Call center solutions and this helps Businesses to monitor networks and endpoints from a remote location. By using a monitoring tools, Call center managers and IT teams can in real-time get notifications and remotely take action to solve problems. These solutions are invaluable for enterprises who need to keep on-premise systems functional while employees work from home. Cloud Contact centers on the other hand are always on 24/7.

5) Launch!

6) Set up a Collaborative channel of communication and ensure to communicate your expectations.

This is to create a sense of purpose which should be supported with putting systems in place to collect real-time data on individual and group performance. Embrace conferencing like Vidyo, Team, Skype and Zoom, have scheduled meetings with the team to ensure everyone is on page.

7) Set Up a Quality Assurance System to promote accountability from both supervisors and agents;

Working from home or remotely has its challenges, so it is very important that you ensure your quality of service does not drop  by setting up QA systems to ensure accountability, even with your employees working from there homes. This will enable remote managers to have a deep level of observation and metrics about the KPIs that matter most to the business. Because through this data that you can give good feedback and coaching, which opens up the door for autonomy and getting work done.

8) Ensure accountability by communicating your Key Performance Indicators to your teams

You must regularly communicate the organization’s KPIs and  also monitor performance with systems and processes to ensure that all responsibilities and commitments are clearly understood.

 

In conclusion, setting up, launching and effectively manage  a Virtual Contact center requires that you get it right first time in order to set your team members up for success.  From choosing the right technology, to providing clear expectations, training your agents on the tools and resources they can use, and then providing a framework for accomplishing their goals; including guidance and parameters for measuring performance. With this done, Launch and encourage your center agents get to work.  All you need do, is to regularly monitor remotely through your technology with scheduled check-ins and regular communications of their performance which you can see in real-time.

 

Scimitar Global Services Limited  (SGSL) Is Call Center Software Provider In Lagos Nigeria That Provides You With Technology Driven Solutions And Services For Your Business.  We Specialize In The Fusion Of Business Processes And Modern Technology As Our Strategy To Help Optimize Your Sales, Marketing And Customer Service Activities For Increase Sales Revenue And To Achieve Significant Cost Reduction For Your Business.

Here are details of our Contact Center as a Service offering.

 

Learn More about our Omnichannel Contact center Solutions here so that you can book a demo for free.

 

How Insurance Companies Can Process Claims Efficiently After A Protest Like #ENDSARS

by with No Comment Call Center SolutionsComplaints Management ModuleContact Center AutomationContact Center SolutionsCRMMicrosoft Modern Business SolutionsVideo Engagements and Conferencing Solution

With reports of widespread destruction, looting, injuries and even death after the #ENDSARS protest in Nigeria, where Youths for the first time took the bull by the horns by mobilizing against #PoliceBrutality by the Special Anti-Robbery Squad; Insurance companies must be gearing up for what we project to be the mother of claims in view of the aftermath of the wanton destruction recorded.

The rampage by the so-called hoodlums who were said to have hijacked the protest, left in its trail a lot of burnt and destroyed buildings from police stations, to Government and private offices as well as banks, shopping malls, media houses and the toll plaza where it all began as a peaceful protest. The unarmed protesters were alleged to have been shot at by some armed men in military uniforms in their bid to disperse them, having occupied the toll gate for days costing the government uncollected funds in millions and this snowballed into a violent mob actions with several vehicles, buildings, and properties across the country vandalized, looted and burnt.  The number of lives lost is still being compiled from various areas with the military denying that they shot at the unarmed and peaceful protesting youths.

As a Business Owner, my heart bled watching the carnage and destruction to private businesses who also were in the same quagmire that birthed the protest and the honest questions on my mind are  “How will small and medium businesses come out of this in our kind of country” , “Who will help you bear the cost of these huge losses?”  “Do those who have these damaged properties even have insurance on their properties?” My fear is that most of them may fall into the negative category.

On the other Hand, Are our Insurance companies ready and buoyant enough to stand in the gap for all the businesses cut in this carnage or crossfire as it were? that’s considering the vast area of coverage, that claims assessors must visit in order to process claims. That will definitely require a robust technology by the insurance company to gather the claims from all points of incidence and process them to evaluate and separate the coverable claims from the ones which will not be considered, more like a Force majeure. Why?   Because most insurance contracts exclude losses and damages due to a riot, mob action and war.

In all, there will be lots of data collation, site visitation, claims verification and evaluation process and it its expedient that Insurance companies have the right technology to do this effectively and efficiently.

Customer relationship management in the insurance industry is sensitive as they always deal with a very emotional situations and transactions which requires a sense of duty and commitment because most customers reach out to them during or after a time of distress. It is expedient that a human face backed by a sophisticated customer interaction technology which stores, processes and analyzes the data to enable personalized customer support.

Here are some InsurTech Business Use cases for Insurance Companies and how they can improve the claims process even in a pandemic or crisis.

SN TECHNOLOGY  BUSINESSS USE CASES
1 An Omnichannel Contact Center Solution

 
  • Offering Superior Customer Experience – Improving the customer experience across customer life cycle
  • Claims Processing – Handling customer claims request for reimbursement
2 Video Insurance Solution
  • Offering Superior Customer Experience – Improving the customer experience across customer life cycle
  • Claims Processing – Handling customer claims request for reimbursement
  • Premium Reminders & Collections – Managing premium reminders and collections
3 A Core Insurance application Premium Reminders & Collections – Managing premium reminders and collections
4 Sales Force Automation
  • Improving Digital Sales – New customer acquisition/ cross-sell or up-sell opportunities
  • Premium Reminders & Collections – Managing premium reminders and collections
5 Customer Relationship management Software for Complaints and Support
  • Offering Superior Customer Experience – Improving the customer experience across customer life cycle
  • Premium Reminders & Collections – Managing premium reminders and collections

Risks are inherent for any Business, from a suit to a mob action like #ENDSARS or even natural disaster and acts of God can ruin happen bring huge losses and also someone can get injured within your environment. So, it is very important that as an insurance company you should consider leveraging Technology for improve your claims processes and reducing fraud in serving your customers.

Scimitar Global Services Limited (SGSL) is an information, communications and Technology Company in Nigeria that provides you with Modern Business  and Fintech solutions like Call Centers, Video Banking, Video Insurance, Sales Automation, Complaints and Queue Management Solutions  for your Businesses.

Contact us today for a discovery session with your team and demonstration of our solutions of choice at not cost.

Book a free Demo today for your Insurance company. You can request for a live demo here  for free, so that we can show you in an online demonstration, how it works and the values it offers.    Book a live demo here now

Affordable Contact Center Solution for Small and Medium Businesses

Affordable Call Center Solution for Small Businesses

by with No Comment Call Center SolutionsComplaints Management ModuleContact Center AutomationContact Center SolutionsCRMDigital MarketingEntrepreneurshipSmall Business

Call Center or Contact Centers like we prefer to call them these days are customer service unit of an organization where they receive all inbound communications from and also make outbound communications to both new and existing customers. This communication is mostly through telephone calls and the customer service team also know as Agents, that receive the inbound calls are expected to act as advisory and support Staff to the callers.

It is a Call center when all that happens is calls and seen as an Omnichannel contact center when communications now includes Email, SMS and Chat.

Big companies like those in the Banking and Manufacturing sectors that have large customer base usually have call centres for the purpose of managing complaints, handling inquiries and offering customers support. Some of them outsource to BPOs to handle these activities and share daily reports so that they can focus on their main business.

Call centers can be as simple as a PBX Telephony to a complex application with all the Key Call Center Software Features of a robust Contact center Solution and theses come in various cost milestones that Small businesses like ours cannot carry due to cash flow

So to ensure and support your business and also provided you with the right technology that sets your business apart like a customer centric organization we have our Call Assist Cloud-based IVR (Interactive Voice Response) service designed for Small and Medium businesses to manage inbound calls more professionally.

This is solution is affordable and offers various benefits to your business which includes:

  • Professional image of the business as you will
  • Improved productivity of your team as the calls will be routed to the right staff or teams or department concerned.
  • Cost savings on hardware or software installation as you do not need to buy any software
  • You will only need any mobile phone that your teams carry normally or you get a phone box to make it stationary.
  • Online phone directory to give you report of your daily calls and activities
  • Manage incoming calls based on predefined hours of operation

Your Calls are not recorded so your team needs to ensure to take proper records of the calls or maybe record the calls directly on their mobile and archive them for future references.

How does it work

  1. Contact us by Filling the form here
  2. Give us your proposed number of users or departments ( This is for us to confirm your number of Agents or departments where the calls will be routed Also we need to confirm if you want to use your own MTN line of get MTN lines from us as an MTN SIM registration partner)
  3. You will be given the commercials for set up and the service, this is an annual service and renewable every year.
  4. You will also provide us with your welcome message
  5. You will advise on how you want your calls to ring either  “First to Pick up” or “Sequential calling”.
  6. We will set your business pilot number up and share it you to publish on your websites and all channels.
  7. Whenever a call hits your Contact number displayed on your website , they will first be greeted with the IVR message

“Welcome to Your Company Limited, your partner in ABC products or services, for Enquiry and Sales, Please press 1, For Complaints and Support, Please Press 2.”

All these can happen in one or two days and you are live.

Here are some Testimonials

So, make your Business sound more professional by signing up to MTN Call Asist which is our affordable Contact Center Solution for Small Businesses and you can set it up yourself but following the link we provide you.

But should you require us setting it for you, please drop your details here. One of our Solutions consultants will reach out to you immediately.

Just a thought, do you want a website for your Business ? You need an online platform where customers can reach your business- where you publish your Contact Center Pilot number. Check out why you need a website for your small and medium business.

Thank you once again for visiting SGSL.

#SGSL #SmartMessage #Chatbot #DigitalMarketing #ODC

How To Improve Customer Satisfaction In Your Business.

by with No Comment Call Center SolutionsComplaints Management ModuleContact Center AutomationContact Center SolutionsCRM

 

Customer Satisfaction really depends on how fast you can handle a Customer’s Complaints without him or her repeating himself or herself at various stages of your resolution process. That is what we call First Call Resolution. A Customer who connects with your organization on any channel must be given the same satisfying experience whether it is for an Inquiry or a Complaint. He or she must leave you with a smile.

So to achieve this requires that you adopt the right technology and process which will automate your customer engagement touch points from the process of ticket receipt, assignment and Escalation to a specified Back office or Support team and even to a particular agent is Imperative as well as the idea is to resolve the ticket fast and to the satisfaction of the customer.

One Technology You need is an affordable Omni-channel Contact Center Solution that Supports :

  1. First Call Resolution : Ability to resolve customer problems, questions or needs the first time they call, with no follow-up required . This means the agent is armed with all the information about the customer and services on one User Interface. Screen pops with customer history and other details. This saves the agent’s additional time in closing the ticket and updating it status.
  2. Ticket Assignment :  Distribution of tickets in a manner to assign them to agents who are available at that time and are also skilled to handle that query.
  3. Ticket routing rules: Control the way tickets raised are routed to the back office. A well defined filtering and routing algorithms like routing them based on the interaction channel through which the ticket has been created.
  4. Automation:   Ability to Create workflows by setting business rules to automate support ticket assignment.
  5. Context Conversations :  Ability to associate interactions about an issue from any channel with a ticket.
  6. SLA Management : Set Service Level Agreements, View and automatically notify your agents when an SLA is about to be breached and alert the manager in case of an escalation.

Our Omni-channel Contact Center Solutions with Complaints Management and Ticketing offer your business  features that helps your teams to properly address the customer’s need the first time they call, thereby eliminating the need for the customer to follow up with a second or third call for the same issue. This is because your agents will be provided with complete information that empowers them to make smart decisions and provide great service.

It also Reveals customers’ case histories, preferences, and feedback. Provides guidance on entitlements, alerts on benefits and service-level agreements and Displays it all in a single interface tailored to their job and skill set.

We can show you a demonstration of our application. You can request for a live demo here for free, so that we can show you in an online demonstration how it works and the values it offers. Book a live demo here now.

Scimitar Global Services Limited (SGSL) is an information, communications and Technology Company in Nigeria that provides you with Modern Business and Fintech Solutions like Call Centers, Video Banking, Video Insurance, Video Healhcare/Telemedicine, Sales Automation, Complaints and Queue Management Solutions for your Businesses.

Contact us here today for a discovery session with your team and demonstration of our solutions of choice at no cost.

Office business

Basic Tools And Services An Entrepreneur Needs for His/Her Business!

by with No Comment Call Center SolutionsComplaints Management ModuleCRMDigital MarketingEntrepreneurshipMicrosoft Modern Business Solutionssales force automationSmall BusinessSocial Media EngagementTraining , Development and Empowerment

Office business

As an Entrepreneur, it is expedient that you set your business on the path that guarantees productivity by leveraging technology that ensues trust, supports collaboration with continuous improvement; As you must have to stay connected with both your employees and clients whether you’re working remotely or onsite.

So are you:

  • a Start up business in Nigeria with no online presence and registered business name?
  • An existing Small & Medium and Enterprise Business (Professional services etc.) still using free email service and cracked office applications?
  • a Mid-market Business (Micro-finance Banks, Insurance, Pensions, retail, Securities, travels, fashion, big shops, etc.)?

You need a budget friendly bundled business  strategy and applications that includes some or all the following :

  1. A business name registration with CAC (sole proprietorship, Limited liability company) within 4 weeks
  2. Your Website ( domain registration and email hosting: www.yourcompany.com )
  3. Business class email : yourname@yourcompany.com
  4. Original Microsoft office application (Word, Excel, PowerPoint, One note, etc)Smart business on devices.jpg
  5. Collaboration and file sharing from anywhere, any device anytime
  6. One Terabyte of 99.9% money backed secure Cloud Storage for all your documents, pictures etc.
  7. Social Media Engagement
  8. Calendar Management
  9. Contact center For Small Business (Optional)
  10. Customer Relationship Management (optional)
  11. IT Management (Required but also optional)

 

We understand that small, medium and even mid-market businesses don’t always have the luxury of a massive budget focused solely on technology like  the  bigger Enterprises. They are  focused on the perceived more important technologies for their core business and processes and manually trying to run the business profitably and meeting all the numerous tidbits that require attention.

The truth is that manually managing businesses is actually more expensive and cumbersome because your business is lacking in some key areas somehow, if you don’t have any of the above listed tools. That is why we are encouraging you to sign up for our affordable modern business solution for small business.

These are smart business tools that are tailored to meet the demands of small and medium businesses, giving them the leverage to use same technology big enterprises are using with same results but at very low cost compared to the latter.

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Using modern business applications from Scimitar Global Services Limited (SGSL) tells potential customers that you’re serious about business. For example, you can impress your prospects by inviting them to a collaborative online meeting where you can review your latest proposal with them instead of incurring cost of going to their office. With our state-of-the-art but easy-to-use collaboration, mail, and messaging services, you can set yourself apart from organizations that use free or ad-supported services. A custom domain name further enhances your branding, and includes design tools to easily create a professional, public-facing website in minutes.

With Office 365, you get pay-as-you-go pricing options that give you predictability and flexibility for your business. Office 365 also offers great flexibility by allowing you to easily provide users with only the services they need, cost-effectively adding value to your business.

How about improving the way your business runs with Microsoft 365 . You will have access to reliable Office apps with advanced security option with the ability to communicate with both your employees and your customers through Chat, call; You can host online meetings, and collaborate in real time, whether you’re working remotely or onsite. You will be able to secure your documents in your OneDrive cloud storage, all at a price that’s right for your business.

Click here and authorize us to set up your  Microsoft 365 Free 30 Days Trial

Connect with us immediately for your affordable technology for small businesses so that we can provide you with information and options of comfortable technology solutions within you budget that meets your business needs.

 

Scimitar Global Services Limited (SGSL) is a Microsoft Partner for Microsoft 365 and Dynamics 365 in Nigeria.

 

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Contact Center As A Service. An Affordable Lease Service Option From Scimitar Global Services Limited(SGSL)

by with No Comment Call Center SolutionsComplaints Management ModuleContact Center AutomationContact Center SolutionsCRMMicrosoft Dynamics 365Microsoft Modern Business SolutionsOffice 365

Do you need a standard contact center solution and worried about the high cost of implementing one for your organization with all the nice features without breaking the bank? Are you still using PBX and GSM phones and boxes as a Contact center solution ?

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Do you want first Call Resolution at your call centers so that your customers do not have to always repeat their complaints from the start to new agents every time they call your business?

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CRM Landing Page

Do you want an Omnichannel solution that can record and track all the interactions of your customers for faster complaints resolution?  Do you want to automatically connect with your back office team that supports your customer facing teams for quick service delivery? How about historical data and reports with business insights about the voice of your customers and their interactions?

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 Case Management Dashboard

Scimitar Global Services Limited (SGSL) has some good news for you, no more Dead on Arrival Budget Presentation as you can now a case with our Contact center as a Services offering; A Cloud and an OPEX model for mid-markets that gives you all the features of a robust contact center at reduce cost.  All you need to worry is one your internet requirement and how to use and maximize it, which of course you will be trained to do so.

So sign up for our Contact center lease Service to own your Contact center with all the whistles and bells; without breaking the bank due huge investment in implementing your own contact center solution

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Drop your details here so that our solution consultants can connect with you for a best fit analysis and solution. You will be live in 3 weeks all things being equal within our terms and conditions.