Call Center Scheduling Featured Article
Inogen Improves Scheduling Efficiency with Monet Workforce Management for Contact Centers
Inogen is the maker of compact, lightweight and travel-approved portable oxygen concentrators that allow people who require oxygen therapy to be more mobile. The company, which is based in Goleta, California, provides respiratory products for use in the home care setting to improve the health, well-being and independence of patients. As a result, the company requires a heavy contact center presence. Patients rely on customer support for equipment troubleshooting and ordering supplies.
The problem was that the company was operating with very little formal workforce management. They needed a solution – something that integrated with Salesforce -- and they needed it quickly.
“We needed something that could be nimble, that we could roll out quickly, that was easy to use. We had no workforce management system whatsoever,” said Blake Colandrea, Vice President of Patient Services at Inogen in a recent interview. “We had no optics into staffing and reporting at all.”
The company had no way to gain a view into scheduling, which meant it was hard for them to determine how they could better serve their patients. It chose Monet Workforce Management for Contact Centers to manage call center scheduling and forecasting, and provide business insight. Monet’s cloud workforce management for contact centers brings together forecasting, scheduling, reporting and other functions into a coordinated effort to optimize workforce resources. Companies are able to determine the right numbers of agents (with the necessary skills) at the right time of day to ensure a high standard of customer care.
“Monet checked the boxes on everything we needed,” said Colandrea. “Four months in, it has absolutely met all our needs going forward. [We now have] the visibility to work with Salesforce, pull data and give us really great forecasting [with] something really easy to use.”
Inogen has been able to adjust staffing on an almost real-time basis based on how call center management saw certain intervals were performing.
“It’s really made an impact on our ability to answer patients calls in a very timely manner,” said Colandrea.
Most importantly, Monet WFM built more efficiency into the contact center, allowing for a 20 percent reduction in headcount while not compromising patient customer care.
Edited by Maurice Nagle