In-vitro diagnostics global leader Abbott Diagnostics (Abbott) offers a range of innovative instrument systems and tests for hospitals, reference labs, blood banks, physician ofﬁces and clinics. Abbott needed to better manage its on-site ﬁeld engineer resources to improve response times, accuracy and customer satisfaction. The direct engineer/customer engagement model it was using had led to a lack of visibility across different areas of the business.
Datacom established a multi-lingual service desk in Kuala Lumpur and worked with Abbott to re-engineer the on-site support process. We installed multiple in-bound telephony lines for each country and educated the customers to call those lines, rather than engage engineers directly.
To roll out this complex project, we collaborated with Abbott staff located on site in Malaysia on process design, technology needs and employee selection.
Our track record of performance-managing small teams and multiple languages and cultures, created a central point of customer engagement and a single source of business intelligence for the region.
Due to the complexity of Abbott’s business and the sensitivity of its operating requirements, combined with anticipated changes to operations, it was essential we visited healthcare institutions as part of the change management process. This activity reassured Abbott and its clients that they would be engaging with teams of real people who were committed to their business, as opposed to “faceless” call centres. A key part of the project was reassuring Abbott’s clients that the changes were a positive thing and that they would be carefully managed.
Today, responsiveness and customer satisfaction have improved signiﬁcantly.
“Datacom is very ﬂexible in catering and adjusting to our shifting needs.”
Chern Chern Ang – Service Sales Manager South-East Asia, Abbott Diagnostics
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