ALAB Laboratoria with the Helpline of the Future: 21 queues, 20-second service time, and only 4% of calls redirected

case study ALAB Laboratoria

About the company:

ALAB laboratoria is a renowned diagnostic laboratory in Poland, operating continuously since 1987, and part of the European Limbach laboratory network. The company offers a wide range of tests, from hematology to molecular genetics. ALAB Laboratoria’s mission is to deliver high-quality diagnostic services that contribute to better health and improved quality of life for patients.

ALAB Laboratoria

The situation before implementing Thulium:

ALAB Laboratoria has been working with Thulium since 2016. The previous solution was inconvenient for consultants as it relied on handling calls via landlines. Reporting and customer inquiry analysis were carried out manually, which hindered efficiency. The company faced challenges such as evaluating helpline performance, lack of access to call recordings, and difficulties in managing consultants working in various locations.

Main challenges prior to implementing Thulium:

  • Inability to manage and monitor the helpline, with the option to set advanced queues for different locations.
  • No access to call recordings for quality assurance, and case verification.
  • Lack of advanced IVR trees to automate call flows and manage queues more effectively.
  • The demand for a voicebot to streamline call handling

Solution: To address these challenges, ALAB Laboratoria chose to implement Thulium to optimize customer service processes and enable advanced reporting, along with integration of a voicebot.

Sytuacja przed wdrożeniem
Diana Wasilewska

The introduction of the customer service hotline was of the utmost importance to us – it allowed us to efficiently manage Customer Service Departments located across Poland.

Diana Wasilewska, Customer Service Manager at ALAB Laboratoria

Thulium implementation:

ALAB laboratoria chose to implement Thulium – an advanced solution for managing customer communication. The deployment process was carried out seamlessly, thanks to the comprehensive instructions and training support.

The implementation process included:

  • Replacing landline phones with a fully operational helpline supported by an advanced IVR structure, managed by both consultants and a voicebot.
  • Integrating a voicebot to streamline call flow and reduce call volume for consultants.
  • Consolidating most customer communication channels into a single platform.
  • Gradually integrating additional customer service departments of ALAB Laboratoria into the system.
  • Training the customer service team on how to effectively use the new system.

The implementation of the Thulium system took place gradually across multiple locations over several years. However, the process of integrating each individual location into the system was completed in no more than a few days.

Wdrożenie systemu Thulium

Benefits of Implementing Thulium:

Thanks to the integration with Thulium, ALAB Laboratoria has gained an advanced tool for managing all communication channels in one place. What improvements have been made?

  • Increased customer satisfaction: Faster and more consistent service leads to better customer experiences.

  • Voicebot integration: By utilizing the integration, the helpline can more effectively manage calls based on call volume and provide immediate answers to frequently asked questions.

  • Improved call answer rate and hotline efficiency: By utilizing IVR within Thulium, the company can quickly adjust the helpline’s operations to match current demand and staff availability.

  • Enhanced data analysis: Advanced reporting capabilities enable more accurate insights into customer interactions and support the implementation of effective improvements.

  • Access to call recordings: Consultants can revisit calls at any time to better understand customer needs or resolve complex issues.

Thulium has played a key role in elevating customer service standards—ensuring faster call response times, high-quality phone interactions, and greater success in retaining customers who are waiting to be connected with a consultant.

Korzyści
Diana Wasilewska

Thulium has transformed our Customer Service Department. We now have a highly reliable helpline structure that we continuously adapt to our evolving needs.

Diana Wasilewska, Customer Service Manager at ALAB Laboratoria

Results in Numbers:

Numbers speak for themselves! By replacing traditional phones with a modern helpline, ALAB Laboratoria significantly reduced waiting times and increased the percentage of answered calls to 90%.

Today, the ALAB Laboratoria helpline includes:

  • 21 queues managed by both consultants and the voicebot.
  • Over 60% of calls are answered within the first 20 seconds.
  • Fewer than 4% of calls are redirected to other agents, thanks to the effectiveness of the designed IVR automation.
  • Independent helplines with advanced collaboration rules to ensure smooth coordination during peak periods or staff absences.

Thanks to Thulium, high-level customer service at ALAB Laboratoria is now a reality, and the results are visible not only on the helpline, as 90% of email inquiries are resolved on the first contact. And there are still many improvements ahead of us!

Efekty

The use of an advanced helpline, ticketing system, and automation enables ALAB Laboratoria to provide reliable and efficient customer service.

You can also optimize your team's efficiency. Learn more on Thulium>>