Case Study Red Cross Vlaanderen


The red cross in Vlaanderen was looking for a solution to help customers faster and to save in costs.
In the old situation it took a lot of time to manually transfer the phone to the right doctor.
Old situation;
If someone needed help from the Red Cross in the evening or night hours, you had to call to the phone central so the operator had to answer. To be transferred to the right doctor, the operator needed the postal code from the client so they could check on a paper duty-roster which doctor was on duty in that postal region. When founded, they could manually transfer the client to the right doctor.

Working;

As above, it wasn’t really efficient. New Solutions offered the following solution;

If someone would call in the evening or night the caller will be asked by an automatic answer system. It will ask to dial their postal code. Now the system will check in the database for the right doctor in the right region. The caller will be automatically transferred to the right doctor.
If the caller is not in the right postal region they’ll receive the right a phone number to call or where they can find the right number. If the doctor isn’t available they client will receive a message and the phone will be disconnected.

Benefits

•    time is saved
•    the client will get faster help
•    easy to use
•    cost will reduse

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