CCD Health

BACKGROUND

Please describe your company and position.

I am the Director of CX of Intelligent Foods

Describe what your company does in a single sentence.

We create and deliver gourmet pre-prepared meals and dinner kits to busy professionals and families.  

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CCD Health to accomplish?

• Provide Omni Channel Customer Support
• Provide a QA/feedback program to ensure continuous improvement

SOLUTION

How did you find CCD Health?

Referral

Why did you select CCD Health over others?

• Good value for cost
• Company values aligned

How many teammates from CCD Health were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

CCD provides highly trained agents and managers to handle all customer support interactions for our brands, including phone calls, live chat, text, and emails, proactive outreach, and other special projects. CCD also handles the recruiting and training process. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We measure Customer Satisfaction, SLA, and Resolution rate to determine success. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Projects/goals are delivered on time, and if there is any delay or blocker, it is communicated with us. They're always looking for feedback and eager to collaborate on ideas to improve our service. 

What was your primary form of communication with CCD Health?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I greatly appreciate their collaborative nature and flexibility to change and make adjustments as the business has grown over the last 5 years. 

Are there any areas for improvement or something CCD Health could have done differently?

No improvements needed.

BACKGROUND

Please describe your company and position.

I am the Division Manager Ancillary Services of Radiology Associates Daytona Division

Describe what your company does in a single sentence.

Provide Outpatient imaging exams

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CCD Health to accomplish?

To supplement staffing for our scheduling call center

SOLUTION

How did you find CCD Health?

Not sure, was not part of the project when CCD was brought onboard

Why did you select CCD Health over others?

Pricing fit our budget

Describe the scope of work in detail. Please include a summary of key deliverables.

Providing agents to take calls in our Spanish Queue for callers that are trying to schedule appointments. Take in bound calls in our regular scheduling queue and also make outbound calls as time or call volume allows of patients that we have orders for that the text or email alert to them failed. Creating exams in ordered status in our RIS system from inbound faxed orders from referring offices.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We were able to decrease hold times and abandoned rate in our call center with the supplemental staffing provided from CCD. Also able to established a fully functional Spanish Queue for callers to be able to access when calling in to schedule.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The project management did deliver promised items and or to dos on time. They have been very responsive and willing to jump on a call when needed to make sure our asks were understood and that everyone was on the same page with what could and would be done.

What was your primary form of communication with CCD Health?

Virtual Meeting

What did you find most impressive or unique about this company?

Their ability to adapt and willingness to adjust and pivot as our needs grew.

Are there any areas for improvement or something CCD Health could have done differently?

Not that I can think of.

BACKGROUND

Please describe your company and position.

 I am the Business Office Director of a medical company 

Describe what your company does in a single sentence.

IDTF 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire CCD Health to accomplish?

• Improve customer service
• Improve scheduling success
• Improve order entry TAT

SOLUTION

How did you find CCD Health?

• Online Search
• Other

Why did you select CCD Health over others?

Other

How many teammates from CCD Health were assigned to this project?

22

Describe the scope of work in detail. Please include a summary of key deliverables.

Answer between 500-900 calls per day, minimizing the abandomn rate & driving an increase to our schedueld exams with every call answered. Also responsible for processing up to 800 documents per day wit minimal data entry errors.  

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

EOD stats are improving daily

Describe their project management. Did they deliver items on time? How did they respond to your needs?

It took much longer than expected & we lost good team members in the process.

What was your primary form of communication with CCD Health?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their experience in Radiology is impressive.

Are there any areas for improvement or something CCD Health could have done differently?

Communication & transparency