EMED Group, the UK’s leading independent provider of specialist transport, healthcare support, and clinical services, enhanced its customer care by consolidating its software systems.
EMED uses Daktela to manage all their control centre operations. Our cloud-based customer care software empowers EMED teams to engage with patients and customers across multiple channels such as voice calls, text messages, WhatsApp, email, and social media. This approach ensures adaptability in communication, catering to individual preferences.
Experiencing exponential growth and rapidly acquiring companies, EMED expanded into a national organisation, employing over 1,500 staff nationwide, including 360 contact centre staff.
However, with each company joining the EMED family, they brought their own customer communication software, leading to fragmented operations.
To address this challenge and optimise efficiency, EMED decided to streamline its communication systems and chose Daktela. The strategic move of consolidating communications across the whole business has cut costs and enhanced operational cohesion, ensuring smoother interactions with patients and customers.
After a successful pilot in June 2021, which significantly enhanced communication experiences for both internal users and customers, EMED opted to implement the system across the entire company. This deployment encompassed ten sites spread across a wide geographic distribution, serving over 360 contact centre users.
The migration to the new Daktela system needed to be seamlessly executed without posing any risk or disruption to the business’s day-to-day operations, underscoring its high priority.
In a strategic effort to consolidate operations, Daktela was selected as the superior and more cost-efficient solution, aligning with EMED’s objectives for streamlined communication and operational efficiency.
“People are our priority – this includes our colleagues, our patients, and our customers. Having the right technology solutions in place that supports effective communications is a critical enabler in allowing us to provide effective care for each and every patient we support.
Moving from several inherited tools to a unified system has enabled us to manage our call flows in a far more effective and efficient manner whilst also providing greater operational resilience.
The slick installation and interactive training to get everyone up to speed was hugely valuable and helped to harvest the expected benefits and service improvements almost immediately.”
At Daktela, we prioritise seamless transitions when working with our customers to switch from their current systems.
To ensure a smooth transition, we offer additional support through a dedicated project manager. This ensures swift setup of the technology and ensures that every staff member feels fully briefed and confident in using the Daktela system.
Our UK Support team remains readily available to provide ongoing assistance whenever needed, ensuring continuous support post-implementation.
