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How to integrate HubSpot with CTI through your Phone System?

How to integrate HubSpot with CTI through your Phone System? | Healthcare and Technology news | Scoop.it

For sales reps or call center managers looking to combine the power of a CRM with a phone system, Computer telephony integration (CTI) is the answer. For many, that integration involves HubSpot. HubSpot CRM integrations apply the full depth of business intelligence to every consumer interaction, turning raw data into bottom-line ROI.

 

Why bother with computer telephony integration (CTI)?

 

Whether or not consumers realize it, call center representatives tend to know a fair amount about them by the time they say: “Hello”. That’s the power of CTI—pushing high-value, real-time data to employees engaged in human-to-human interactions with customers. That knowledge can solve problems more efficiently and offer subtle customer relationship support to retain more clients.

 

CTI can even aid call center representatives before the conversation begins. Pre-routing data gathering gleans information from consumers that sends calls to the most qualified representative. For consumers, this means an overall smoother experience. It lowers the chances of pogo-sticking from representative to representative while searching for the right person or department.

Want to increase your customer experience right now?

Boost your CX with tips from our industry leading whitepaper, How Fortune 500 Companies Manage Their Contact Centers

 

For employees, pre-routing saves time. With entry-level questions already asked and answered, representatives can dive into the core issue immediately. (Consumers are grateful for quicker solutions as well.) Lowering the amount of live call time frees representatives to handle more consumers each day. The benefit to employers? Less call center staff.

 

While customers and call-center representatives may never interact more than once, CTI avoids the perception of communicating with a stranger. On a personal level, CRM data may contain notes that help representatives navigate a heated conversation with a demanding client. On a professional level, notes from previous calls—from contact history to technical solutions—can get representatives up to speed immediately.

 

Unique advantages of HubSpot CTI

 

HubSpot’s CRM tackles the so-called “tasks salespeople hate.” HubSpot’s promise is less time on spreadsheets and in Microsoft Outlook and more time interacting with customers. It’s about streamlined, centralized communication to support disparate teams of sales and customer service representatives working with clients. It’s also free in its basic format.

 

Combining HubSpot’s CRM with its automated inbound marketing tools—a prime source of HubSpot revenue—reflects the power of HubSpot integrations, even within their walled garden. The potential to transition internal HubSpot connections into a system-wide HubSpot CTI integration offers a glimpse at the potential of a start-to-finish sales and marketing platform.

 

For call center representatives, HubSpot phone integration empowers staff with more than basic consumer data. It can include notes and history related to sales staff interactions, or even knowledge about which marketing materials potential consumers have received or opened.

 

HubSpot reports that every phone call costs a company up to $15. This frequently puts companies in a bind: They want to satisfy consumers’ need to reach out quickly but avoid an inundation of calls that offer little sales potential. The knee-jerk reaction, according to HubSpot, is often to make phone numbers harder to find. But that solution serves company, not consumer, goals.

 

This is where data plays a critical role. HubSpot CTI can help prioritize and route calls according to various rules defined by CRM data. Avoiding the all-or-nothing approach when it comes to calls can make ROI more predictable for call centers and prioritize the time and energy of sales staff.

 

Post-call analysis can help refine an initial set of inputs from HubSpot CTI integration to develop an ongoing process of refinement. Because marketing and sales data live in the same location, call centers can also become a source of data for other agents at a company by pushing call analysis out to sales teams or marketing departments. Does a marketing department exist that wouldn’t want to learn about the correlation between specific marketing materials and sales?

 

How to Integrate HubSpot with a phone system

 

The process varies dependent on the phone system involved. These examples reflect the capacity and process for HubSpot CTI with major phone systems:

How CTI works with HubSpot

 

Identifying a caller’s number allows an integrated system to connect the phone number to a record in the HubSpot CRM. Once the CRM record and phone number are connected, HubSpot can deliver various datasets to the call center representative before the conversation even starts.

 

This data can include everything from the caller’s title to the history of interaction. For large call centers with divided responsibilities, this ensures the caller reaches the right representative first time round. That may mean reaching the person with the right technical skill set, or the ideal employee to manage a critical relationship with a high-value client.

 

Because representatives don’t need to seek out any of this information, they can maintain their focus on solving the consumer problem—or completing the sale.

 

What to Integrate for HubSpot-linked phone systems

 

There are several HubSpot integrations available. Some, like Auto-Dialer and Power Dialer, build efficiencies into standard call center activity (and useful efficiencies for sales staff making periodic follow-up calls). For example, HubSpot CTI integration allows employees to place a call by clicking a number directly in the CRM—no wasted time dialing, misdialing, or redialing numbers.

 

For new callers, HubSpot integrations allow the creation of new accounts, contacts, and leads. Inevitably, consumers change numbers and add or change points of contact. The ability to create or update accounts means none of this information is lost, and system-wide data stays consistent. For needs that go beyond the work of call center staff, HubSpot provides the ability to create a task for other team members quickly and easily.

 

Recording calls, call tracking, and call analytics offer a valuable post-mortem on client interactions that can help refine processes and reallocate resources.

 

Technical components of HubSpot CTI

 

While the exact nature of the applicable technical setup varies from provider to provider, all organizations must answer questions that affect implementation:

  1. Is the phone system managed in-house? In-house managed systems, common at large organizations, shift the technical burden to internal IT teams. A managed, cloud-based system migrates the bulk of the technical implementation to the phone system provider.
  2. Is the current phone system capable of HubSpot integration? The key integration feature is a VoIP system (rather than a traditional PBX landline system). VoIP is essential to connect CRM data with a phone system. Confirming the capability for HubSpot integration with the service manager or in-house technical team is an appropriate starting point.
  3. Which numbers will be included? Not every company phone will need HubSpot CTI. Identifying the subset of numbers that can extract value from CTI limits technical implementation to core components of the marketing and sales process.
  4. Who will have access to what? CTI integrations connect many data points, but not everyone needs access to all the data. (Certainly, not everyone needs editing access to all data.) Establishing a hierarchy of access that gets the right data to the right people at the right time is a fundamental step toward extracting value from a CTI investment. This should also include who has access to reports and the responsibility for implementing improvements based on call data.
  5. Where will calls be routed? Small call centers may receive all inquiries; large centers may develop specialties to handle certain clients or issues. Mapping a routing framework before implementation can avoid later headaches due to haphazard routing.
  6. Who will train and support call center staff? Every new system or integration has a learning curve. HubSpot CTI is no different. Even if staff are already familiar with a phone system and HubSpot as separate technologies, training to highlight the virtues of the integrated system will get more value from the linked platforms.

 

Ready, Set, Integrate

 

Acquiring consumer data is no longer a business challenge. If anything, the primary focus has become managing vast troves of data. Siloed information fails to take advantage of key integrations that can arm employees with the data they need to serve consumers more efficiently and close more sales.

CTI provides an opportunity to connect call center data with a CRM. For the many companies that rely on HubSpot, this integration can connect every dot throughout the customer journey. Understanding the technical capabilities and process for implementation provides a framework for connecting HubSpot with an existing or upgraded VoIP phone system.

 
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Do Start Ups Need a CRM and Phone System for Sales?

Do Start Ups Need a CRM and Phone System for Sales? | Healthcare and Technology news | Scoop.it

If anything, this seems like a needless question – especially for start-ups. A CRM and phone system is an advantage. If you’re a start-up, it is what you want on your side.

 

Just consider these numbers. According to Nucleus Research, when you invest a dollar in CRM, you get an average of $8.71 back. Plus, for each salesperson using CRM, you can increase your revenue by 41%.

 

So, even if your sales team is made up of only two or so people – or if it’s just you – a reliable CRM for small business is what you need to forge ahead and catch up with your competitors.

 

Still need convincing? Well, consider these signs that you need to set up a CRM and phone system for your business:

  • You fail to follow-up and eventually lose leads and opportunities.
  • You don’t remember where to pick things up with a prospect you previously called.
  • You feel like you have an unmanageable number of prospects – you can no longer keep track.
  • You start receiving negative feedback from your customers.

Advantages of CRM for Small Business

Get your start-up off the ground. Make the most of CRM for small business and enjoy advantages that improve your customer/prospect’s experience and your sales team’s efficiency and effectiveness. A comprehensive and reliable CRM makes a world of difference for your business so don’t miss out.

 

Information When You Need It
The right information, used at the right time, can get you a step closer to sealing the deal. It can also bridge communication gaps and make the overall client experience a little better.

 

The data that you have on your prospect or client comes into play at all stages of your sales cycle. Through CRM’s pop-up interface, you know a person’s location and call history even during the initial point of contact. It comes in handy when following up. You know what you’ve previously talked about. You have information that helps you personalize the conversation.

 

You might say that the non-techie approach here is to have a notebook prepared or perhaps use sticky notes as reminder. But can you imagine the amount of information you need to keep organized with just five prospects in a month? Without CRM, it won’t be long before you lose track of things and opportunities fall through the cracks.

 

Enhanced Communication
CRM helps you stay on top of your conversations with your prospects and clients. You get information that helps you personalize phone calls and presentations. You can also automate follow-ups according to user actions, schedules and events. And, when you do call to follow up, you know where exactly to pick things up from.

 

Better Service
According to the Global Customer Service Study, three out of four customers are willing to pay more for a better customer experience. And, the best way to guarantee better customer service and experience is through CRM for small business.

 

Key here is to remember that what you have with your clients – and what you want to have with your prospects – is a relationship. You need to be up to speed on previous conversations, call and purchase history, issues and resolutions and more.

 

The human memory is limited. You need CRM for small business to stay on top of your prospect/ client engagements.

 

Task Automation
Important tasks, such as follow-ups and lead scoring, can be automated through CRM. This keeps you and your small team focused on more crucial matters, such as making sales calls and customizing sales presentations, among others.

 

Better Team Coordination
You are not going to be around 24/7 to deal with your prospects and clients. Somewhere along the line, your team steps in to help out. With CRM for small business, access to your contacts’ information is available to everyone, anywhere. You can lessen your lead leakage by being consistently available to your prospects and clients.

 

Improved Data Analyses and Reporting
In time, you would have amassed a good amount of data from your leads and clients. Understand this data and use it to assess where you are as a business, what markets you’re missing out on and key performance analytics that need improvement. A good CRM system provides you with reporting and data analyses that push you to improve and move forward as a business.

Why Should You Get CRM For Small Business Today

Regardless of your business size, you need a reliable CRM system. But why get one now?

 

Look at it this way: prospects and customers are at the core of a successful business. When you implement a CRM system at your start-up stage, you are making this focus clear.

 

What’s great about the CRM options that you have now is their scalability. You can get cloud-based CRM services, such as Salesforce, with the exact features, number of users and capacity that you need. Should you require more, you can add at any time.

 

You are organized right away and your customers will know this. You are able to manage leads, quotes and invoicing professionally. You can issue information, such as receivables, paid invoices and more, ASAP as required by your clients.

 

As such, you won’t have to worry about migration costs. What you used at limited capacity can easily be extended to suit bigger requirements. And, you will always have the latest version. Upgrades for cloud-based CRM come with the service, which is another thing you won’t have to worry about.

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Top 6 Benefits of Adopting a Phone System 

Top 6 Benefits of Adopting a Phone System  | Healthcare and Technology news | Scoop.it

In the modern medical era of robot surgeries, drones, and telemedicine, it’s easy to overlook basic communication platforms like your phone system. But your phone system is still a critical method patients and providers rely on for communication. If your organization is using a legacy phone system, it’s time to discover the benefits of voice over Internet protocol (VoIP).

 

VoIP is the transmission of phone calls over the Internet instead of traditional telephone lines, and this technology is rapidly transforming how healthcare organizations across the country communicate with their providers, patients, and counterparts.

 

No matter if your organization is a large medical system, behavioral health group, small doctor’s office, public health department, or rural clinic, VoIP systems can provide numerous benefits that legacy phone services just can’t deliver. Here are the top six benefits of adopting a VoIP phone system.

 

Enhanced Productivity and Efficiency

It’s no secret healthcare organizations are slammed in our current fast-paced climate. Healthcare administrators and providers alike are watching their responsibilities increase while the amount of time to meet them stays the same. According to IT Toolbox, switching gears throughout the day to tackle tasks like managing contacts and voicemail leads to a 40% reduction in staff productivity.

 

With a VoIP phone system, you can get your day back with productivity-enhancing features that legacy phone systems can’t support, and the integration of those features creates seamless, time-saving communications among your staff members. Simple-to-configure call routing and self-routing auto attendant features are easy for staff to navigate, improves staff availability to callers who need them, and decreases time spent on routing calls. And, if your goal is to reduce the time physicians and medical staff spend on voicemails, VoIP systems offer voicemail transcribing features that will automatically transcribe messages and deliver them to your email inbox.

 

Additionally, advanced reporting data gives your team an inside look into the traffic loads of your system. This data is extremely valuable and can be used to make intelligent routing and configuration decisions to balance call loads across your organization.

 

Cost Savings

With costs escalating and reimbursement rates shrinking, it’s more important than ever for healthcare providers to find innovative ways to save money without sacrificing efficiency.

 

VoIP is a cost-effective solution because calls are made and received over your organization’s Internet rather than traditional phone lines. This means your organization isn’t being charged for local and long distance calls on a minute-by-minute basis, cutting down your costs by a huge margin.

 

VoIP systems are also affordable to install. Because VoIP is cloud-based, most of the equipment a healthcare organization needs is already in place, making installation fast and seamless. Typically, the only capital expenditure needed is the cost for the phones themselves. VoIP allows your organization to save time and effort that otherwise would have been spent on additional infrastructure, project management, and staffing. These critical savings can be reallocated to other needed services that directly save lives.

 

Delivers a Better Patient Experience

At any healthcare establishment, the quality of care provided and patient experience delivered is paramount to success. Adopting a VoIP phone system can help elevate the communication experience your patients have with your facility.

 

With a VoIP phone system, you enjoy enhanced audio quality and clarity, making it easier to decipher and respond to a patient’s questions and concerns. Additionally, several features can be implemented to ensure your patients and callers are routed to the correct point of contact. Some of these features include:

 

  • Prioritized calling for medical emergencies
  • Call forwarding
  • Click-to-call
  • Routing calls based on caller ID
  • Routing calls with option sets for billing, scheduling, care, etc.
  • Custom messages based on day and time
  • Custom hold music or announcements
  • Integration with patient account information systems

 

These advanced features work together to ensure your callers are able to reach their destination and gather or relay information quickly and painlessly.

 

Online Portals Put You in Control

With legacy phone systems, changing system settings can be a difficult task and can even require multiple calls to the vendor. That’s time your providers and staff simply can’t afford to waste.

 

Cloud-based VoIP platforms deliver complete organization and control to your staff through easy-to-use online portals. These portals give your staff advanced features that allow easy day-to-day management of your voice services without ever having to call the service provider. Authorized administrators can change call-forwarding settings, manage call groups, update contacts, reset passwords, configure phones, listen to transcribed voicemails, and more, all through their online portal. Your staff can easily and quickly update and configure settings instantaneously anytime from any web browser.

 

Flexibility Allows You to Scale

Another advantage cloud-based VoIP services offer is simple scalability, allowing you to transition as slowly or as quickly as needed. Healthcare organizations vary in size and complexity and your phone system should be able to scale to your needs. With traditional phone systems, this is incredibly difficult and can cost you more money in the long run. Flexible designs enable healthcare organizations to deploy VoIP at one site or multiple sites if you’re looking to consolidate multiple voice platforms. Additionally, VoIP systems allow you to scale your system to only include features your organization truly utilizes.

 

Streamlined Communications on the Go

With a mobile VoIP capability, such as an app on your smartphone, your staff and providers are always reachable on their mobile phones. Missing important calls or information can create a lot of added work and decrease efficiency. Thanks to the mobility provided by many VoIP applications, staff members can stay connected by using their mobile devices to receive and make calls to and from their work extensions, as well as access voicemail, call logs, and contact lists.

 

 

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Why You Should Put Down That Tablet Or Phone If You Want Better Sleep

Why You Should Put Down That Tablet Or Phone If You Want Better Sleep | Healthcare and Technology news | Scoop.it

If your plans for the New Year include figuring out how to work a little more better-quality sleep into your schedule, here’s one word to remember: Blue. Using electronic devices that emit blue light before bedtime can disturb sleep patterns and deprive you of those precious ZZZZZs your brain and body needs.

Devices that emit blue light include e-readers, tablets, laptops, smart phones and several types of flat screen televisions. The sleep-disturbing effects of blue light—also known as short-wavelength enriched light– have been suspected for quite some time, and new research adds to the scientific evidence counseling us to put down our gadgets well before we hit the pillow.

Researchers from the Brigham and Women’s Hospital in Boston tested the effects of reading an IPad versus reading a paper book before bedtime. Participants used the IPad or book for four hours before bedtime for five consecutive nights. People who read the IPad felt less tired before trying to sleep, spent less time in REM sleep, and produced less of the sleep-inducing hormone melatonin.

According to lead study author, Dr. Anne-Marie Chang: “We found the body’s natural circadian rhythms were interrupted by the short-wavelength enriched light, otherwise known as blue light … Participants reading an eBook took longer to fall asleep and had reduced evening sleepiness, reduced melatonin secretion, later timing of their circadian clock and reduced next-morning alertness than when reading a printed book.”

Since more of us are using blue-light emitting devices in the evening, it seems we’re unwittingly short-circuiting our sleep needs despite best intentions.

If you really want to read at night, and aren’t into using old school books, the researchers say that the original e-readers (such as the first generation Kindle readers) are probably fine for the purpose because they do not emit blue light. But any tablet (IPad or other) emits plenty of blue and is liable to disrupt sleep.

If you’re wondering whether you can supplement with melatonin in pill or capsule form to combat sleep deprivation, there’s plenty of evidence that doing so works – but be careful. As with any hormone naturally produced in your body, supplementing too often can disrupt natural production and trigger additional problems. A better policy is to address the issues that are causing sleep deprivation (like using gadgets before bedtime) instead of trying to patch the problem with a pseudo-solution that can eventually become another sort of problem.


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How to integrate your Phone System with Google Apps through CTI?

How to integrate your Phone System with Google Apps through CTI? | Healthcare and Technology news | Scoop.it

With VoIP (voice over internet protocol), companies are now able to access cheaper, more accessible phone systems all over the world. While VoIP phones have become common, particularly in North America and Europe, there is still a broad growth trend in Asian, African, and Latin American markets. Asian Pacific Markets expect an estimated 14% growth over the next five years, a significant increase considering the dense technological saturation in the area, caused primarily by escalating high-speed communications networks.

 

In markets where there isn’t such an extreme jump in internet infrastructure, there are also significant gains in the adoption of IP phone technology. In Africa, VoIP growth is stunning (80% in South Africa, for example). Because governments own traditional phone infrastructure in Africa, and also because of the challenges expanding utilities to less urban or more isolated areas, mobile VoIP has been replacing traditional phone systems for emerging and growing businesses.

 

Given contemporary global markets and the push toward global expansion, even companies that have long-established traditional phone infrastructure are adopting VoIP systems for their call centers and sales teams. Global calls are more than just person-to-person voice; they now include video, conferencing, and text, whether in Asia, Europe, or North America.

 

With VoIP phone systems, businesses can integrate their phones to their computers and smoothly connect all aspects of sales and service. SMEs and larger enterprises can all benefit from merging data and communications functions; with IP phones, users gain key communication features, all the while letting their VoIP service providers handle IT, updates, and data hosting. Businesses, regardless of size, can benefit from efficiently merging voice and data functions and gaining innovative communication features, while their VoIP service provider takes care of the technology.

 

CTI (computer telephony integration) software lets users integrate their phones with their CRM or ERP platforms to provide more efficient, cheaper, and easier customer communications.

 

With sales, agents can contact more potential clients, improve customer/agent interaction, and create a more collaborative sales team performance. With service, CTI software gives customers options of self-service or live agents, gives automatic call routing, reduces handle times, and gives management the opportunity to review call center performance.

 

It follows by implication that it’s important for businesses to find the best VoIP phone system and CRM for their needs. Some companies need a comprehensive system that works seamlessly across a host of different silos, whereas other businesses need customizable specifics for one element (IT, for example). Businesses must understand their budgets, dominant departments, as well as the need for scalability, and make decisions accordingly.

 
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Popular Small Business Phone Systems

Popular Small Business Phone Systems | Healthcare and Technology news | Scoop.it

Before you sign with a phone service provider, you’ll want to have a strong foundation of understanding about phone systems for small businesses. Go beyond simply knowing what features you want the small business phone system to have. Know the various types of systems out there. From phone systems that rely on traditional phone lines to make calls, to those that use broadband or fiber internet connections.

 

As far as features go, if you’re putting budget into a serious business phone system, you should be expecting to receive multiple lines, voicemail, conference calling capabilities and an auto attendant at the very least in return.

 

Among the choices you’ll be facing for your small business phone system is whether to get a multi-line system, a Private Branch Exchange (PBX) system, a Voice over Internet Protocol (VoIP) system, or a cloud-based phone system. Let’s take a look at the most popular small business phone systems options and how to determine what will work best for your small business:

Multi-line Phone Systems

These more old-school phone systems are also known as key service units (KSU). These systems use an electro-mechanical switching device that controls the routing and operation of a traditional analog telephone system. These systems are time-tested ways for you to keep the phones ringing for anywhere between five and 40 employees.

 

When considering how many lines your business needs wired into the office, it’s important to find a balance between not having more lines than you really need while also giving your business room to grow. If you have a business with less than 10 people, it’s also possible to take advantage of a KSU-less system in which the phone contains all the technology. This means the system doesn’t have to be permanently wired into the office space.

 

Private Branch Exchange Systems

Private Branch Exchange Systems (PBX) are essentially private phone networks for your office that give you more advanced features and options. At Fastmetrics, the system is actually cloud-based. PBX features can include call holding, routing to extensions, and conference calling.

 

These phone systems are different from KSU systems in that the call routing does not occur through the phone unit or building’s wiring but is centralized. These systems, designed for companies needing to cater to more than 40 employees, used to be run on monstrous devices that took up an entire closet. Now, they can comfortably fit on a shelf.

Voice Over Internet Protocol Phone Systems

If you go with a VoIP phone system, it will run on your broadband internet connection rather than through your phone lines. When this technology first came out, it was very rough and reliability was an issue, especially as your phone system’s effectiveness was tied to your high-speed internet connection.

Nowadays, a VoIP system offers a vast number of advantages: from the ease of installation and scalability to pricing and advanced features. Among these features is a VoIP system’s ability to integrate with your customer relationship management software (CRM), which can then automatically log interactions.

 

VoIP systems also boast the ability to host a virtual receptionist or auto attendant to handle calls, as well as all the other bells and whistles that come with a full phone system, such as conference calls, call waiting, and voicemail. These same VoIP features are also offered by Fastmetrics’ cloud PBX solution. VoIP adoption by businesses is growing rapidly. Between 2011 and 2015, there was a projected 50 percent growth due to increased demand by small offices and home offices.

Cloud Phone Systems

The key to a cloud-based phone system is that it removes the telephone infrastructure from your office. This system will be run by a third-party company and can be hosted through either a PBX or by a VoIP system. This setup is perfect for your business if you’re on a tight or fixed budget and don’t have the IT staff necessary to operate and maintain PBX hardware or troubleshoot your VoIP system.

 

FREE with a new cloud-based phone system plan, Fastmetrics customers receive their choice of new Yealink or Polycom phones with business voice services. Get in touch with Fastmetrics touch to learn more.

 

Of course, by having a third-party company managing the system, you are dependent on its reliability as a company and you do lose a certain amount of control. At Fastmetrics, users have a much higher level of control over the standard cloud phone system, in terms of setup and customization. Nonetheless, a cloud phone system is often the most cost-effective solution for a small business and the easiest to deal with regarding scalability.

7 Small Business Phone System Feature Considerations

A lot of features that come with small business phone systems are designed to make your life as a business owner easier and help your employees to be more effective and efficient.

 

Here are a few small business phone systems essentials:

 

  • Voicemail transcriptions: This feature, which sometimes is called voicemail-to-email or voicemail-to-text, transcribes a message left in the phone system, making it easier to respond to.
  • Voicemail: Though voicemail isn’t used much in social calls anymore, people still expect to be able to leave a message inquiring about a product with a company. Though more cumbersome than other forms of communication, voicemail remains an essential feature for small business phone systems.
  • Call forwarding: This allows your employees to transfer a customer to the right department or person.
  • Call queuing: If your company faces heavy phone traffic and you have limited employees available to answer the phone, this is an essential feature to ensure that you don’t miss clients’ calls.
  • Call recording: This is a particularly important feature for businesses that review customer service employee interactions on a regular basis, as it gives you an opportunity to see how your employees are interfacing with clients.
  • Interactive voice response: This allows you to create a series of menus for your business that a caller can navigate to help them reach the representative best prepared to help them.
  • Conference calling: With more people working on the road or from their home, bringing everyone together in one place can sometimes feel impossible. However, with conference calling, you’re able to pull in everyone around the table (so to speak) and hash out ideas.

 

These are just a few of the most essential features you’ll want to consider having for your small business’s phone system. Other options include ring groups, directory assistance, internet faxing, call reports, call monitoring, and missed call notifications. Most phone service providers charge extra for extended phone system features but at Fastmetrics, many of these features are included for no additional cost.

Final Thoughts: Choosing Between the Most Popular Small Business Phone Systems

By having a firm grasp on all the options for small business phone systems from those hardwired into your building, to those cloud systems hosted by a third party, you’ll be able to confidently approach a phone service provider and not be overwhelmed by the options, features, and details of what they’re trying to sell you. This is important because you’ll want to settle on a phone system for your small business where you aren’t paying for a lot of lines and features you don’t need, but are still giving your company room to grow.

 

Have more questions about phone systems for small businesses? Get in touch with the Fastmetrics team.

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Phone Systems that keep the Practice and Patient Connected 

Phone Systems that keep the Practice and Patient Connected  | Healthcare and Technology news | Scoop.it

Today’s medical practice office is increasingly concerned with patient satisfaction. Of course, the health and well-being of patients has always been a concern; but as revenue and billing cycles quickly shift to a larger percent of patient responsibility, it’s becoming important to focus on ways to keep the conversation between practice and patient open and customer-centric at all times.

 

Healthcare providers have begun looking to technology solutions to up their patient satisfaction game. One likely solution? Automated phone systems that keep the practice and patient connected. Here’s a look at some of the key pros and cons of using automated phone systems in healthcare.

 

Everyone can relate to being annoyed by automated phone systems that keep directing callers around in circles, never to reach a human voice. That experience doesn’t translate to high patient appreciation. But it’s important to note that a good automated phone system can be far easier to use and more personalized for your practice needs.

 

Pros of Automated Phone Systems

 

Save Money. Automated phone systems have the potential to cover all of the work of your standard receptionist. Calls can be directed to the right party fairly quickly and the practice is still saving on the man hours it takes to answer and direct those calls manually.


Easy Installation and Upkeep. Most phone systems can be installed and up and running in a short amount of time and they can be hosted by the provider, meaning that the office will not need to worry about troubleshooting problems.


Routing Calls. New systems are exceptionally advanced and calls can easily be routed to the right destination, as well as voicemail boxes.


Setting Up Call Options. If the office manager takes a good look at what patients generally call about, they can narrow down specific options so that callers are quickly directed to the right location. For instance, if the largest number of calls come in to schedule appointments, “Scheduling” should be the first item on the automated list.


Cons of Automated Phone Systems

 

Patient Approval. No matter how well designed the phone system is, there will always be patients who are opposed simply because they’ve had bad experiences with automated systems–potentially not even in healthcare, but in another industry altogether. Most patients will get used to a new system, though practices should definitely listen to feedback and adjust to better serve the patients.

 

Voice Recognition Mistakes. Voice recognition is exceptionally useful so that patients can speak their choices and be directed immediately, without punching in any keys. Many people prefer this method, but voice recognition does still have occasional issues in deciphering speech, especially with differing accents.

 

Managers should take some time researching the company and product before deciding on any system. Taking the patients’ needs into consideration can go a long way in making the decision, as well as breeding satisfaction with patients as they become better acquainted with the phone system. Looking to the future of healthcar, technology plays the biggest role in facilitating patient satsifaction.

Technical Dr. Inc.'s insight:
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Text Messages Can Increase Compliance With Taking Medications, Study Finds

Text Messages Can Increase Compliance With Taking Medications, Study Finds | Healthcare and Technology news | Scoop.it
Broad implications for health care providers and insurers

Nearly one third of patients taking medication to lower lipids and control blood pressure are noncompliant with their medications—medications that can be important for preventing progression of coronary artery disease or a preventing a stroke.

Some patients just simply forget to take their medications, or may be uncertain as to the potential benefits or harms.

Increasing compliance with taking medications is one of the most common problems healthcare providers deal with in trying to provide the best care for their patients.

As telemedicine in the US has become a viable method of healthcare, with e-visits becoming more popular, alternatives to traditional in-person visits have expanded ways to influence patient behaviors. Gentle reminders at in-person medical appointments may not be effective or adequate.

With the majority of US residents now owning a cellphone or having access to one, harnessing wireless technology may be a viable way to help reach patients to provide reminders to take medications and intervene when patients are not compliant.

And as smart phones have become more prevalent in our society–with more senior citizens adapting such technology—increasing compliance with taking medicines now becomes just a text message away.
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Dani Li's curator insight, June 5, 2015 12:11 AM

SMS services and mobile apps are such an easy and effective way to improve medication compliance. Who doesn't look at their phone at least once an hour?