In today’s world, whether or not a business has invested in the right technology and people affects how effectively they can deliver a positive customer experience. Technology facilitates effective communication with our customers as well as helps employees work more efficiently.
In 2019, Dynamic Growth began to centralize its Call Center, by moving the team to Ephrata, PA, to support the company’s expanding footprint. The vision was to build a call center team that could provide scheduling and customer service support to all Dynamic Growth practices. Having a separate team focus on scheduling and answering phones allows our front desk teams to focus on the patients that are in the office, thus allowing the call center team to provide the best customer service via multiple communication channels.
In September 2020, our call center team officially became a multi-practice team when it began to schedule patients for our first De Novo, Byers Station Dental. As the team grew, it became clear that we would need to elevate our technology to support the growing organization- we selected Five9 as our partner to accomplish this.
Five9 is the leading provider of cloud contact center software. They seek to improve customer engagement and know the costs and complexities associated with running a call center. Five9 allowed us to implement more complex call flows to get the patient to the correct agent, elevated our quality management and reporting, and gave us the ability to run a truly multi-channel contact center. We’re now able to communicate with our patients via the channel that is most convenient for them – phone, email, SMS, or web chat.
With the recent addition of a new Call Center Manager, Michelle Sullivan, the Call Center will continue to grow in more ways than one. Michelle will be responsible for ensuring our team of call center specialists meets their goals and objectives as well as provides reliable, efficient support for customers and patients.
We’re excited for the opportunity to deliver an improved communication experience with Five9 and know that this will have a positive impact for our team members and patients. Dynamic Growth prides itself on staying up to date with the latest tools, equipment, and innovations. This is crucial to our company, staff, and practice growth. Check out more of Dynamic Growth’s capabilities as a DSO and the people who make it happen.