DKSH arms its healthcare services unit with Cisco tech
By Digital News Asia October 14, 2013
- DKSH helps other companies and brands grow their business in new or existing markets
- Deploys Cisco Unified Contact Center Express to improve agent productivity
DKSH Malaysia, which describes itself as a ‘market expansion services provider,’ has implemented Cisco Unified Contact Center Express solutions to enhance the customer service experience for its Business Unit Healthcare.
The solution will streamline contact centre management and processes for agents at DKSH engaging with their pharmaceutical, medical device and consumer health customers.
Zurich-based DKSH helps other companies and brands grow their business in new or existing markets.
Its Malaysian operation was established in 1923, offering DKSH’s clients and customers sales, marketing, logistics and distribution services, serving 130 brand owners, 13,000 customers and employing a workforce of over 3,000 specialised staff, Cisco said in a statement.
“Our employees operate a knowledge-based business model and act as route-to-market specialists to provide market insight, marketing and sales as well as physical distribution supported by a leading-edge IT platform,” said Marc Franck, vice president of Business Unit Healthcare at DKSH Malaysia.
“It is our commitment to clients and customers to use technology to increase operational efficiency and effectiveness in order to help them grow their business.
“With Cisco Unified Contact Center Express, we aim to personalise the customer service experience to deliver higher productivity and a wider competitive edge for us in Malaysia,” he said.
According to Cisco, a recent Benchmark Portal Study demonstrated a positive relationship between the implementation of advanced technology in contact centres and increased caller satisfaction.
For example, advanced call handling techniques reduce average queue time by anywhere from 12% to 43%. Contact centres in the Benchmark Portal study improved first call resolution rates by 4% to 13% compared with centres that do not have these technologies, the company claimed.
Using Cisco Unified Contact Center Express provides DKSH with improved customer experience with comprehensive contact management and sophisticated call routing capabilities, it said.
This also includes an embedded reporting solution that offers a comprehensive view of contact centre statistics at a glance.
“DKSH is leading the way in the market expansion services industry in Malaysia by connecting the unconnected – where technology is leveraged to increase operational efficiency, lower support costs, and improve availability risk management,” said Irving Tan (pic), vice president for Cisco in Asean.
“This is particularly relevant in a market like Malaysia, where knowledge-workers are the backbone of customer support, as the country transforms into a connected logistics hub,” he added.
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