The virtual customer service office

The COVID-19 pandemic has forced the promotion of technology that enables us to practice social distancing. The rapid reaction of companies offering remote services has helped to maintain continuity of service, even through lockdowns. In view of the risk of contracting COVID-19, a solution was needed that would not endanger customers or employees, and would further improve administrative processes.

Comarch e-Consultant

An important aspect from the perspective of offices was the design of an intuitive system, which was based on simplicity of use. Rapid implementation allows efficient launch and operation of online customer service, and even the introduction of partial remote work for employees.

These objectives served to create a customer service system called Comarch e-Consultant, a program that will extend the scope of activity with a virtual office providing video consultations, tailored to the individual needs of the company. The solution fills a gap in the existing channels of communication with the customer.

Comarch e-Consultant

Solution modules and features

Due to the key requirements of intuitive operation on the part of the customer and employee, the modules are divided into three basic panels: 

Features in SaaS model – separate roles:

  1. Consultant
    • A clear schedule of video consultations assigned to the selected day
  2. Administrator
    • Management of system user rights
    • Defining thematic scope of e-visits
    • Schedule planning for consultants, planning days off
    • Viewing e-visit statistics
Consultant
  • A clear schedule of video consultations assigned to the selected day
Administrator
  • Management of system user rights
  • Defining thematic scope of e-visits
  • Schedule planning for consultants, planning days off
  • Viewing e-visit statistics

Features in On-premises model - separate roles:

  1. Permissions administrator
    • Management of system user permissions 
  2. Local administrator of a given institution
    • Schedule planning for consultants
    • Preview of the visits made (from the current day and historical), with the possibility of filtering
    • Access to the technical parameters of the consultations
    • Reporting on conversations with customers 
  3. Global administrator - superior administrator of all units (option for large institutions)
    • Planning days off, applicable in all establishments
    • Overview of the visits made to all the establishments (current day and historical), with the possibility of filtering
    • Recording of the parameters of e-visits carried out in all branches, similar to the functionality of a local administrator
    • Reporting on conversations with customers
  4. Consultant
    • A clear schedule of video consultations assigned to the selected day
Permissions administrator
  • Management of system user permissions 
Local administrator of a given institution
  • Schedule planning for consultants
  • Preview of the visits made (from the current day and historical), with the possibility of filtering
  • Access to the technical parameters of the consultations
  • Reporting on conversations with customers 
Global administrator - superior administrator of all units (option for large institutions)
  • Planning days off, applicable in all establishments
  • Overview of the visits made to all the establishments (current day and historical), with the possibility of filtering
  • Recording of the parameters of e-visits carried out in all branches, similar to the functionality of a local administrator
  • Reporting on conversations with customers
Consultant
  • A clear schedule of video consultations assigned to the selected day

Intuitive customer panel without login

  1. Customer panel
    • Selection of the thematic scope of the video consultation
    • Schedule with the possibility to book an e-visit
    • Ready-made application form template (can be edited as suggested by the client)
    • Email confirmation of the visit and the possibility of cancelling it (content of the message matched according to the customer’s suggestion)
    • Reminders for the e-visit
Customer panel
  • Selection of the thematic scope of the video consultation
  • Schedule with the possibility to book an e-visit
  • Ready-made application form template (can be edited as suggested by the client)
  • Email confirmation of the visit and the possibility of cancelling it (content of the message matched according to the customer’s suggestion)
  • Reminders for the e-visit

Advantages of the solution

Secure connection, protecting confidential data
Verification of identity during the interview
Ease of use - clear customer and administrator panel
Enabling the introduction of remote working of employees
Health and safety of employees and customers
Maintaining continuity of service during a pandemic
Reducing queues at the facility
Tailored to each customer’s needs - possibility of expansion
Increasing the prestige of the facility

Potential customers

Thanks to the option to adjust the system to meet the needs of the facility, it can be a channel of communication with the customer for larger and smaller organizations.

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