CX Collective

BACKGROUND

Please describe your company and your position there.

We're a hybrid medical practice in Pasadena, CA. We offer Cardiology, Internal Medicine and Concierge services.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The Workforce Pro?

We needed professional support for our patient service management. We wanted to provide the best service for our patients when they contacted our office and had general questions, concerns and scheduling needs. We wanted to make sure we were not missing out on opportunities for providing great care to our patients.

What were your goals for this project?

We wanted to make sure our patients were able to speak with a live person to handle their needs during our business hours. We also wanted to make sure our website had the information needed to provide support for general questions and answers.

SOLUTION

How did you select The Workforce Pro?

We selected The Workforce Pro based on the extensive experience and knowledge of the management in the workforce field.

Describe the project in detail.

5 days a week from 9:00am to 5:00pm

What was the team composition?

We had 2-3 individuals that supported our office team.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We received several reviews from patients stating how wonderful our services were.

How effective was the workflow between your team and theirs?

We spoke weekly on how things were going and discussed if changes need to be implemented

What did you find most impressive about this company?

They were extremely professional.

Are there any areas for improvement?

None that I'm aware of.

BACKGROUND

Please describe your company and your position there.

I’m a customer onboarding specialist at Groupize, a strategic management platform for multi-room bookings, meetings, and small groups. Groupize provides travel management companies and corporate travel agencies with the tools to capture new revenue while ensuring visibility, compliance, data, and savings for the corporation.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The Workforce Pro?

We hired them to completely redesign our Zendesk instance to improve its efficiency and functionality.

What were your goals for this project?

We were after Zendesk maximization and automation. We also wanted to make the learning center more intuitive and introduce customer satisfaction surveys.

SOLUTION

How did you select this vendor?

Our team searched online and considered a few other companies but ended up selecting The Workforce Pro.

Describe the project in detail.

The Workforce Pro made several improvements. They maximized and automated our Zendesk portal and set up a new way to automatically view and send tickets to reduce manual effort. We also have better reporting tools and a messaging feature that allows us to update clients on their ticket’s status and provide recommended articles. 

What was the team composition?

A few members of our team worked with their founder on this project.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Tickets are being solved at a higher rate and with less work involved. Also, customers can find information easier that helps them solve their issues themselves.

How effective was the workflow between your team and theirs?

The founder was always available for us and worked late hours to meet deadlines.

What did you find most impressive about this company?

We appreciated The Workforce Pro’s quality of work, response speed, and thoroughness.

Are there any areas for improvement?

Not that I can think of. Working with The Workforce Pro was a pleasure!