Founded in response to the US Medical Waste Tracking Act of 1989, Stericycle serves hospitals and healthcare professionals and practices that handle syringes, needles and other medical waste, both in the United States and internationally. Today the company serves more than half a million customers, which means a single percentage of customer attrition can affect millions of dollars in annual revenues.
Customers used multiple toll-free lines to contact different customer service centers, and 60 percent of incoming calls had to be transferred. Ten different contact centers without call routing and workforce management capabilities made it difficult to route calls between them. There was also little visibility into case work distributed to employees, making it difficult to discover if customer cases were being resolved quickly and efficiently or where there were delays and problems.
Stericycle engaged with Genesys and its partner Aria Solutions to create the new customer service and workload management environment, tightly integrated with Salesforce. While the new environment makes the company more efficient, for Stericycle success is measured in customer satisfaction and loyalty. In the first three quarters of operation, the new system delivered statistically significant improvements in customer service as perceived by the customer:
- Overall evaluation of customer service rose four and a half percent.
- Speed to resolve service problems rose four and a half percent
- Customer loyalty scores overall improved two percent
- Improved customer loyalty ratings
- Faster problem resolution
- Improved efficiency and reduced costs
- A strong foundation for extending self-service and automation
"Workload management is transformational to your business because you can route things by business rules, the way they need to be routed. You can fundamentally make your business more responsive to your customers. It’s that simple."
- Customer loyalty directly tied to success with problem resolution
- Problem resolution delayed by redirecting and transferring customer interactions
- Lack of visibility into service fulfillment processes beyond the contact center
- Customer expectations for self-service capabilities