Great customer experience makes Dr Lal Path Labs a leader

Dr Lal Path Labs is one of the largest diagnostic service providers in India. It has a presence in many cities and smaller towns across India, with state-of-the-art laboratories and patient service centers. It employs over 3,000 people and serves over 12 million customers every year.

Knowlarity provides both inbound and outbound calling solutions to the company.

Inbound

One of the benefits of this lab is diagnostic tests at your doorstep. When a customer calls the customer care number, the IVR first determines whether the customer would like a home-collection appointment or any other service. Depending on his/her choice, the customer is directed to the appropriate contact points. Here they can speak to a representative and discuss their requirements.

Outbound

Once the tests are done and the report ready, the customer gets an automated call from the lab asking for feedback. The IVR requests the customer to rate the lab’s overall service on a scale of 1 to 5 (1 being poor and 5 being excellent). The customer presses the number on the phone keypad, depending on their experience and his/her response is recorded for the lab’s internal quality purposes.

Some benefits and features of this solution:

1) Speed: Quick set-up allows outbound IVR calls to be generated within minutes; saves time and effort.

2) Ease-of-Use: Reporting interface on the Web makes building, deploying, and managing simple outbound communications very easy.

3) Personalized customer experience: Easy to personalize IVR with CRM or other databases.

4) Schedule: Can schedule calls to be sent at a specific point of time.

5) Accessibility: On-demand access from any Web browser encourages to make outbound IVR calls anytime, anywhere.