Pathology Associates Medical Laboratories (PAML) of Spokane, Washington, was doing a great job testing specimens but knew it could improve customer service. After customers complained about lengthy response times, PAML invested in customer relationship management software for all customer-facing employees. The result: three-day response times have shrunk to minutes or hours, management can proactively monitor service metrics to avert problems, and employees can access up-to-date knowledge when customers call. PAML is now offering its improved customer service capability to partner hospitals.
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