This review was updated by the client on August 28, 2020. The original star ratings were: Overall - 5, Quality - 4.5, Schedule - 5, Cost - 4.5, NPS - 5. New content is below:
Please describe your company and your position there.
I am the President of ProcessProxy, and we are headquartered in Maryland, having 6 employees. We serviced during this project 12 different hospitals and also the Dept. of Defense. I am the lead scientist and engineer for these projects that are done in healthcare.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Specialty Answering Service?
Our project had software running 24/7 that required occasional customer support and troubleshooting. That is why we hired Specialty Answering Service, to be able to handle the call traffic professionally at all hours and all days of the week, since hospitals also operate 24/7.
What were your goals for this project?
The goals were to have same day responsiveness, if not within hours of client contact. With SAS we were nearly perfect in that regard thanks to their outreach to our team when a client had an issue.
How did you select Specialty Answering Service?
We were recommended by a colleague to try SAS, and we were not disappointed. They exceeded expectations.
Describe the project in detail.
SAS was responsible for handling minor but also at times urgent, major calls from healthcare professionals, given that our reporting and alerting impacted patient lives. We did not have the scale and resources, however, to have our own customer support. That is why we asked SAS to perform these services for us.
What was the team composition?
SAS was our support team for fielding client calls, and then contacting us via email. It consisted of multiple individuals on their team.
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
Within the first month, which is the most important of a service and product rollout, we were able to maintain top quality response times thanks to SAS, to the point that we obtained new clients through word-of-mouth due to our reputation for fast turnaround times on various requests, including support.
This level of performance continued essentially for the duration of the project, and helped us execute the Defense project to commendations of the leaders involved.
How effective was the workflow between your team and theirs?
Extremely effective -- we had prioritized their emails, and their messages would reach us nearly instantly, so we could thus respond rapidly.
What did you find most impressive about this company?
Once again, speed and reliability were our advantages, and SAS -- via their speed and reliability -- helped us achieve these competitive advantages. We considered them during the project as synergistic to our business, which is always impressive.
Are there any areas for improvement?
The only challenge we once faced was a lack of communication on one problem, but once we identified the issue (excess callers where we weren't aware of the level of calls), it was promptly resolved and preventions put in place to avoid that issue in the future.