MatsSoft outlines new vision for Public Sector Contact Centres
A bold strategy to boost both service levels and efficiency in Public Sector Contact Centres will be outlined at a briefing by UK-based technology specialist MatsSoft.
MatsSofts keynote speech will focus on the legacy of Sir David Varney’s Service Transformation report of 2006, which highlighted the benefits of identifying and reducing ‘avoidable’ contact.
Drawing from private sector examples where firms have cut chaser calls by keeping customers informed more proactively, Mr Lockwood will argue that it is possible to do more for less by adopting the latest web-based technology.
He will tell delegates: “Most avoidable contact arises because callers usually want to know something they should already have been told. That’s what really racks up the angst and stress levels. Get rid of that situation and a massive weight drops off the shoulders of your staff and the people you serve.
“It’s a virtuous circle in which significant reduction in avoidable contact leads to improved staff morale, increased efficiencies, reduced costs, lower levels of complaint and improved levels of customer satisfaction.”
MatsSoft is the developer of MATS®, a configurable web-based managed service that links workflow with automated communications, allowing organisations to generate automated updates via SMS text or email, to keep customers informed.
A significant advantage is that MATS® integrates easily with existing IT to provide public bodies with an inexpensive, tailored and fast-acting solution.
It has been widely deployed in the financial services industry by banks and building societies, and is increasingly in use by local government executives under pressure to deliver improved service under tight cost control restrictions.
To find out more details of the event visit: www.insidegovernment.co.uk/other/government-contact-centres
MatsSoft launches MATS® pilot for a global Insurance giant.
The MatsSoft team has worked closely with the customer to configure and deploy MATS® to meets its specific needs and has incorporated several enhanced features, over and above the standard V6 functionality:
- Immediate reports containing the number and description of decisions made from the initial ‘triage’ phone call.
- Proactive communication for when the claim form has been sent or received and automated actions to chase up the return from the claimant.
- Automated queuing system to escalate case decline request for management approval.
- A custom ‘Operations Dashboard’ that lists all volumes and claim amounts, replacing a manual process and thereby cutting down senior management time each week.
This is a significant step for the MatsSoft team, which is also in advanced discussions with other organisations in the insurance industry with the objective of having further MATS® deployments under way during 2012.
MatsSoft wins plaudits for lifesaving SMS For Health project in Africa
MatsSoft Project Manager Kash Baga was invited to join IHP at the House of Lords in December as the organisation received the prestigious innovation award for its work over the past five years, supporting medical aid organisations that serve children and adults in deprived communities around the world.
Harnessing mobile communications, MatsSoft created and implemented a system that uses SMS text messaging to deliver updates on the stock levels of key drugs across the supply chain, including remote health clinics, to reduce the risk of supplies running out.
SMS For Health not only tracks medication supplies and monitors the expiry data of pre-specified medicines, but also enables the logging and sharing of data on the incidence of particular diseases and the types of treatment provided in 55 health facilities in the Gambia.
Jono West of IHP said: “International Health Partners invited Kash Baga to attend this event as recognition of MatsSoft’s outstanding work in designing, implementing and running the 'SMS For Health' Program in the Gambia. This has enabled vital data on disease outbreak and medicine stock control to be tracked across the whole country's health facilities using SMS technology.
“Matssoft demonstrated an ability to find solutions to a range of issues and overcame barriers to implementing the project in a developing country, while working in a tight time-frame to have the programme up and running before the Malaria season began. Their strong work ethic, flexibility and ability to problem-solve ensured the success of the program."
Over the past five years, IHP has collaborated with a range of organisations to maximise its impact. With the support of these partners, IHP has been able to donate 15 million treatments, valued at £100m, in 86 countries.
For more information visit www.ihpuk.org
MatsSoft at the Managing Public Sector Procurement event at The Barbican, London 6th December
As a supplier to the Public Sector, MatsSoft is delighted to show its support at an event dedicated to dealing with key issues facing procurement specialists within the sector.
Despite heavy investment in initiatives over the last decade or so, public sector procurement is still not managed as well as it could be. MatsSoft believes that its MATS® managed software solutions can be that missing link in delivering quality public services and ensuring taxpayers’ money is used in the most effective and efficient way. happiness made easy®
More details can be found at: http://www.publicserviceevents.co.uk/200/managing-public-sector-procurement
Nationwide has best ever ISA peak with MATS®
ISA traffic peaks as the tax year ends and this has traditionally put larger ISA providers under operational pressure due the huge upsurge in ISA volumes.
This massive increase in both ISA-in and ISA-out traffic can put regulated service levels and the quality of the customer's experience under real pressure, as well as place intolerable strains on people and resources.
For Nationwide Building Society MATS® resolved these potential problems at a stroke. Being a managed service it was set up and operating in under 8 weeks. Being a highly robust and scalable solution it automatically coped with the vast increase in ISA case traffic in March and April, managing weekly volumes in six-figures.
It achieved this whilst also delivering large efficiency gains and cost savings. At the same time Nationwide achieved excellent customer satisfaction ratings.
Commented Ian Thompson, Interim Head of ISA Processing, Nationwide, “MatsSoft has made a telling contribution to Nationwide achieving its best ever ISA peak performance in spring 2011. Not only did the society process record levels of ISA business, but we did so whilst achieving significant operational cost reductions and gaining consistently high customer service ratings”.
Nationwide is a valued, long-standing MATS® user with multiple deployments of various versions of the MATS® solution throughout the business.
For more information please contact Giuseppe Bomboi at MatsSoft: giuseppe.bomboi@matssoft.co.uk
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