“We are serving our clients with faster communication, better customer service and more informed agents. BPS is very satisfied with the results so far, and we look to the future with excitement!”
Streamlining Outdated Processes through a CRM- Vendor Relationship
Modernizing outdated processes can be challenging, but the benefits are many. The Board of Pharmacy Specialties (BPS), the premier post-licensure pharmacist certification agency that operates worldwide to provide specialty certification for pharmacists, needed a solution to streamline the way it communicates with candidates and certificants while keeping clean records and tracking all interactions.
For BPS, finding a solution proved to be complex. The organization pursued many ways to track communications and workflow with customers, but a perfect solution remained at large. The goal was to have a centralized location where BPS could store all candidate and certificant information, keep records of interactions such as phone calls and emails, and provide access to that information for the BPS operations team. The search for a solution led to a collaboration with the database administrator Cyzap, a leading CRM web solution for organizations that manage credentialing and certifications. With expert input from Cyzap, BPS was directed to Zendesk, a customer service ticketing system, as a potential solution.
During the set-up of Zendesk, Cyzap was instrumental in guiding the BPS operations team to understand the capabilities of Zendesk. Under the guidance of Cyzap’s CEO Gunnut Khurana, BPS was able to assess the process of migrating the database from one system to another and he assisted BPS in developing a detailed plan to meet a target launch date. Gunnit also helped BPS understand how it could continue using existing tools while working through the transition period to ensure a smooth shift to a new system.
Integrating the BPS CRM database with Zendesk was the solution BPS was looking for. Before the integration, the operations team manually entered each call received on a Microsoft Excel spreadsheet, which lacked efficiency and practicality to scale. Now, BPS can track all certificant or candidate contact history to identify important trends and analyze useful data associated with customer interactions such as webpage traffic flow, peak activity periods, and FAQs. This solution not only provided BPS valuable insights, but it also enables the organization to learn about customers’ needs while providing the opportunity to improve the end user’s experience.
Since the integration BPS complaints have drastically declined, between January and March 2022 the average total was about 11 complaints a month now BPS averages about 3. We are serving our clients with faster communication, better customer service and more informed agents. BPS is very satisfied with the results so far, and we look to the future with excitement!
