Software manufacturer MEDIFOX DAN relies on in-app support in customer care
The story in a nutshell
- With demographic change, shortage of skilled workers, and digital transformation the care sector is facing major challenges.
- The software manufacturer MEDIFOX DAN offers digital solutions to make the day-to-day work of hundreds of thousands of users easier and more efficient.
- To ensure that the devices of customers such as outpatient care services are always ready for use, the company relies on TeamViewer to be able to help quickly with problems and questions at any time.
- This allows customers such as outpatient care services to concentrate on their main task: providing their patients with the best possible care.
- Seamless support thanks to the direct integration of TeamViewer into our own software products.
- Solving up to 550 IT tickets per day with TeamViewer, Medifox ensures smooth care operations across Germany.
Introduction
Against the backdrop of advancing digitalization in the healthcare and social services sector, MEDIFOX DAN, a provider of software solutions and services for outpatient care services, inpatient care facilities, and therapeutic practices, has set itself the goal of further simplifying processes in the healthcare professions. This gives their customers more time for the essentials of care.
The MD Outpatient, MD Inpatient, and MD Therapy programs support hundreds of thousands of users in care professions throughout Germany: Nursing staff in the outpatient sector use them to create route planning, complete care documentation, and write invoices, among other things. In addition to the desktop version, the solutions are also used as mobile applications on smartphones and tablets, the “CarePads”, which are taken to the patient. The smooth functioning of the software is crucial for daily work processes to make day-to-day care more efficient thanks to digital solutions and services.
With TeamViewer, effective customer training, and context-sensitive in-app support, MEDIFOX DAN has created a supportive environment in which nursing staff can successfully use digital tools to master the challenges of their day-to-day care in the best possible way.
Challenges
Optimal support when using MEDIFOX DAN software solutions actively contributes to designing effective work processes in day-to-day care. With around 550 service requests per day, MEDIFOX DAN wanted to offer optimal support even for non-technical users. At the same time, the company wanted to increase the proportion of online training courses and was looking for a suitable platform to familiarize new users with the functions of the MEDIFOX DAN software as closely as possible to the application.
“In an industry where time is often a scarce commodity, the loss of working time due to technical challenges can have a significant impact on processes. With TeamViewer, we rely on a technology that has been tried and tested over many years to help our customers when it matters”
Customer Manager at MEDIFOX DAN
Solution
MEDIFOX DAN has opted for the leading remote connectivity platform TeamViewer Remote and uses it for the majority of its customer support and training. A key advantage of TeamViewer Remote was that the extensive remote access functions could be integrated directly into the manufacturer's mobile applications thanks to the TeamViewer Mobile Software Development Kit (SDK).
This means that no further installation is required on the customer side in the event of support and the customer can be helped immediately. For instance, if a caregiver is on the go and needs help with finding information in the MEDIFOX DAN application or making specific settings on the CarePad, they can request and start a TeamViewer session directly from the application with just a tap.
A MEDIFOX DAN support employee gains access by prior telephone arrangement, and the tablet screen is shared so the support employee can provide guidance using the mouse pointer. All connections only access information within the application and not the entire mobile device. Since only the information relevant to the customer's query is displayed, the support employee is immediately given the right context to solve the problem, which significantly increases support productivity.
Result
By integrating TeamViewer into the support process, MEDIFOX DAN is able to provide even more customer-focused support. Thanks to contextual in-app support, customer support productivity is at a high level, and tasks are completed faster, which also increases the satisfaction of support staff.
Outlook
Remote software training via TeamViewer takes place in small groups or individual sessions and enables MEDIFOX DAN to offer an optimized training process. This leads to a faster familiarization of the customers and a more efficient use of the software. The users make contact by telephone and the trainer connects to the customer's PC via TeamViewer. Together, they go through the functions of the software step by step and answer any open questions.
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