La empresa guatemalteca líder en el mercado centroamericano de producción y venta de gases médicos e industriales Productos del Aire, logró mejorar, agilizar y optimizar el trabajo de sus colaboradores, la experiencia del cliente, y el proceso de renta o venta de sus servicios, con nuestro sistema de turnos e-Flow Citas Web.
¿Cuál era el inconveniente de nuestro cliente?
La compañía recibe pacientes en su mayoría de la tercera edad, que son referidos de algunas instituciones de salud, o que acuden directamente a la empresa para solicitar sus servicios.
Los problemas que se le fueron presentando al ser una organización que provee servicios de mucha demanda, es el complejo control de los productos que fueron entregados y devueltos, y la difícil asignación de los equipos médicos a los clientes. Y como es de público conocimiento, cuando hay una alta demanda de los servicios, la toma de citas se torna un trabajo muy complicado tanto para los colaboradores de la institución, como para los pacientes.
Esta complejidad en la toma de turnos, puede llegar a ocasionar grandes riesgos, como por ejemplo: mucho descontrol y desorganización dentro de las instituciones debido a la acumulación de personas que se genera dada la mala distribución de turnos, la disminución de la buena experiencia de atención de los clientes, mucho estrés y frustración por parte de los empleados a la hora de manejar tanta cantidad de citas ya que a su vez también tienen la gran responsabilidad de controlar que el producto o servicio esté disponible y lidiar con las cancelaciones telefónicas, ausencias inesperadas y cambios de agendas repentinas, etc.
Como consecuencia, todos estos inconvenientes son propensos a ocasionar una gran disminución de los ingresos de las organizaciones de atención al público y también llegar a conseguir una reputación negativa.
Y todo esto es lo que nuestro cliente Productos del Aire quería tratar de evitar, y también deseaba controlar aquellas situaciones que ya veían un tanto complicadas.
¿Qué solución buscó?
Cuando la compañía empezó a observar que la organización de los turnos y entregas de los productos se hacían difíciles tanto para los pacientes como para los propios colaboradores, no dudaron en buscar una rápida y eficaz solución para resolver la situación cuanto antes, mitigar algunos otros problemas, ayudar a reducir las tareas de sus empleados y continuar brindándole una excelente atención a sus clientes.
Y así fue como optaron por buscar ayuda en Sidesys IT Solutions, en específico, en nuestro sistema de agenda virtual e-Flow Citas Web, con el cual la institución ahora le brinda a sus pacientes la posibilidad de:
- Reservar el producto de forma individual, segura, sencilla, rápida, 100% online y desde cualquier dispositivo.
- Ahorrar tiempo y evitar largas filas.
- Cancelar la reserva de forma rápida, sin necesidad de que tengan que llamar o presentarse físicamente a la empresa.
- Reprogramar la reserva al instante una vez que cancelaron la misma.
- Recordar con facilidad la reserva agendada, y el día y la hora en la que deben ir a retirar el producto gracias al agendamiento automático del turno en el calendario por defecto de sus Smartphones.
- Y además, gracias a nuestro software, sus colaboradores también cuentan con las ventajas de:
- Organizar mejor sus tareas.
- Llevar el control adecuado de los tiempos de entrega y el stock.
- Controlar con anticipación la devolución de los productos.
- Reducir su carga laboral.
- Priorizar la entrega de los productos según las reservas pautadas y la urgencia de los pacientes.
- Obtener reportes en línea e históricos para poder conocer todo tipo de información que la institución desea conocer, como: la cantidad de productos solicitados y los que quedan disponibles, las reservas programadas, etc.
Conclusión
Y tú, ¿quieres que tu institución o empresa también optimice la experiencia de ambas partes como lo hizo Productos del Aire de Guatemala?
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