Mercalis, formerly TrialCard, optimized its customer engagement using Bucher + Suter’s integration of Cisco telephony and Salesforce CRM. The implementation improved operational efficiency by reducing caller wait times by 95% and decreasing average handle times from 8 to 6 minutes. First call resolution rates increased, minimizing customer frustration and boosting employee satisfaction. This streamlined system enabled faster problem resolution, fewer transfers, and better data accessibility for agents, leading to cost savings and scalable business growth. Mercalis now leverages advanced tools to enhance patient engagement, operational efficiency, and client satisfaction in the healthcare sector.

Join for free to read