Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Healthcare & Hospitals
- Telecommunications
Applicable Functions
- Quality Assurance
Use Cases
- Time Sensitive Networking
Services
- System Integration
- Testing & Certification
About The Customer
Guardant Health is a leading precision oncology company that is publicly traded on the NASDAQ under the stock symbol GH. The company was the first to earn FDA approval for a liquid biopsy test for comprehensive genomic profiling and has become the trusted blood-testing resource for more than 12,000 ordering physicians globally. Founded in 2012 and headquartered in Palo Alto, CA, Guardant Health employs 1,800 people. The company's mission is to help patients with cancer live longer and healthier lives.
The Challenge
Guardant Health, a leading precision oncology company, was facing significant challenges with its previous call center solution. The company's client services team, consisting of over 50 agents, was experiencing frequent call drops and poor call quality, which was noticed by both agents and clients. The system's reports were unreliable, making it difficult to determine whether an agent was underperforming or if the issue was with the phone system itself. The call center provider and phone vendor were unresponsive to support requests, adding to the frustration. The unreliable phone system was a major concern as the client services team often received calls from patients or their care teams inquiring about test results. These calls were critical and could not be entrusted to an unreliable phone system.
The Solution
Guardant Health decided to switch to RingCentral Contact Center to resolve its reliability issues. The new system was deployed to all of its geographically distributed agents. The RingCentral's Interactive Voice Response (IVR) system was flexible and customizable, allowing Guardant Health to set up extensions and skills to direct callers to the right people on the first try. They were also able to quickly build an escalation pathway for certain calls. A new operation was built into the RingCentral Contact Center solution to connect Guardant Health’s field sales representatives to a subject-matter expert who could help with their specific need. The RingCentral skills-based routing directed them to the agent in their geographic area who had the answers they were looking for. The RingCentral’s reporting engine was used to monitor agent performance in detail and pull exactly the data and reports they needed.
Operational Impact
Quantitative Benefit
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