Metropolis Technologies announced today that Axiom Medical Consulting selected OfficeWatch Call Reporting to help them improve accountability to their clients.
Axiom Medical Consulting operates as a twenty-four hour per day, seven day per week medical case management firm. They hold themselves to high standards, employing only the most qualified Doctors, RN’s, and specially trained support staff to offer their customers a multitude of quality programs. If a customer’s call is missed, they want to understand why.
“It is important that we can provide our clients a history of call records. If we have a missed call or a missed voicemail message, we need to troubleshoot that,” explained Matthew Alexander, Network Administrator for Axiom. With over ten years of prior experience in the telecom industry, he had a good idea of where to start his search.
Alexander contacted several call reporting and contact center vendors in pursuit of a solution that would provide detailed call records and allow supervisors to investigate any abandoned calls. Above all else, Alexander was seeking a solution that provided accessibility, ease of use, and allowed his team members to pull reports instantly as well as to log calls in a secure archive.
“My staff needs to be able to track inbound and outbound calls and access reports in real time… We looked at many solutions that were expensive or required costly integrations. Metropolis’ OfficeWatch solution was affordable and more intuitive than their competitors, and it allowed us to leverage our existing Avaya IP Office infrastructure.”
Axiom purchased Metropolis’ newest OfficeWatch SL platform which is built upon a MySQL database with report export options in .PDF, .CSV, and .HTML formats. Designed specifically with small to medium business’ needs in mind, OfficeWatch SL reports can be scheduled for automated delivery, generated on demand, or memorized for quick-access whenever needed. The solution also includes DNIS call tracking, custom report filters, and light contact center reporting to enable Axiom to identify where calls originated from and track which of their representatives are handling the highest call volume. Along with their software purchase, Axiom chose to extend their support coverage beyond the complimentary first year for continued technical assistance from Metropolis’ US-based customer support team.
“When I call Metropolis, I get someone live to answer my call. We are a 24/7/365 facility, so having that same support level from our vendors is important.” Alexander reported how Metropolis’ support team was able to gain permission to access his system remotely to troubleshoot any problems, with minimal interaction from himself or his staff. “Metropolis has very strong post-implementation support and in the service industry, that is a huge deal, especially in the small business market.”
When asked to rate his satisfaction with the OfficeWatch software, Alexander graded the solution a ten out of ten. “Business Development can now access the information they need and generate a clear and concise report for our clients. Office Watch enables them to do this much more quickly with built-in reporting features. We are not burdened with logging SMDR raw data and exporting it to .csv, only to then have to delineate the report even further into a spreadsheet. These tasks are time consuming and a bit archaic. Thanks to Metropolis, I don’t get those work tickets any more. Problem solved, and the problem is staying solved.”
