- Healthcare
- MEA
- Midsize
- Premise
ILANG Center
ILANG Center is a cosmetic and dermatology center in Amman, Jordan that brings together elite dermatologists into one location. Equipped with the latest laser, cosmetic, slimming, and skin care technologies, the center is unique in that it offers separate services to both women and men. While the center caters to both sexes, its focus is providing comfortable clinical beauty service experiences to men, with dedicated reception, waiting, and rooms.
At a Glance
Before investing in its communications, ILANG struggled with a lack of call management. The center had no contact center; receptionists had to field incoming calls and do all follow-up calls with cell phones. This issue compounded when the center began to gain even more clients from social media attention. Although the social media spotlight was a boon for business growth, it led to a busy appointment scheduling process, with receptionists using up to three phones apiece to manage calls.
Goals
ILANG Center needed a call center solution to support staff and increase call handling efficiency. They required a quick and easy deployment, as well as call reporting, call-back features, and automation capabilities to enhance customer satisfaction and efficiency.
Results
After shopping for call center options locally, ILANG decided a robust all-in-one contact center solution was crucial. They chose Mitel due to after-sales service and support from a local Mitel partner, capitalizing on a local MiContact Center (MiCC) promotion.
A week into the solution deployment, all calls to the center were diverted from old phones to the new contact center. ILANG now receives and successfully manages around 200 calls daily, compared to 70 calls before.
Along with solving their issues with call management, MiCC, and Mitel Interaction Recording (MIR), Insights has helped ILANG with efficiency and customer experience. With call reports indicating that most clients had called back more than once, the center implemented a call-back feature and generated automated call features.
ILANG Center has expressed that Mitel’s contact center solution has allowed them to build a new client base and convert many more leads into customers. Before, the center felt that it was difficult to attract and secure new clients unless they made a trip to the business in person. Now, their contact center solution gives them the tools to confidently and efficiently engage with potential customers through the phone alone, and their client base has grown and diversified as a result.
