DMV Veterinary Centers, a 24-hour emergency and specialist pet clinics and services provider in Canada, has adopted 8×8 Contact Center for Microsoft Teams.
8×8, a leading cloud communications platform supplier, said DMV can satisfy rising demand for veterinary services and improve the customer experience for pet owners with the 8×8 cloud customer interaction solution.
For DMV Veterinary Locations, the tight integration of 8×8 Contact Center with Microsoft
Teams was a game changer, delivering superior omnichannel contact centre capabilities to assist resolve client issues swiftly throughout its four veterinary centres in Canada.
Owners phoning concerning their pets during busy periods, for example, are directed to contact centre agents, resulting in lower wait times.
Callers can opt for a callback instead of losing their place in the queue, and owners with pet emergencies can receive immediate instructions via SMS texts.
The unexpected boom in pet ownership meant DMV had to address veterinary demands, including a 60 percent increase in urgent calls, over the last year.
This surge in phone traffic, which included 50,000 owners and hundreds of veterinarians,
put a strain on their existing technology resources, causing inefficiencies and bottlenecks.
The DMV’s previous phone system didn’t allow callers to be prioritised or offer statistics on
individual agent performance, making it difficult to improve the customer experience.
Agents were also manually sending 10,000 appointment reminders by SMS each month, in addition to managing calls.
With expert assistance from leading IT consulting firm Solulan, DMV chose the 8×8 Contact Center for Microsoft Teams solution to improve the customer and employee experience, allowing agents to quickly connect and cooperate with other
Teams-enabled specialists to address issues faster.
DMV also wanted to use the 8×8 CPaaS SMS API to automate SMS notifications and embed them into workflows without rewriting software, extending the benefits of 8×8 XCaaS (eXperience Communications as a Service).
DMV may swiftly adopt new communications options with these CPaaS capabilities, avoiding manual chores and saving agents time.