New Stanley portal improves customer satisfaction, company says

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A recently redesigned customer support portal is improving customer experience and satisfaction in measurable ways, Stanley Healthcare said Tuesday.

The portal, called the Stanley Healthcare Support Community, is part of the company's By Your Side lifetime customer care commitment for customers with valid contractual agreements in place. Built using the enterprise cloud solutions of Salesforce for customer support and engagement, the portal is designed to extend the self-serve functions available to customers and give Stanley Healthcare's technical support team a 360-degree view of customer data for faster response times.

Stanley said that the portal has improved customer service:

  • The time required to identify a customer and obtain a complete picture of the individual has dropped from 10 minutes to 90 seconds.
  • With the improved visibility, agents are now able to resolve more support requests on the first call.
  • In post-interaction surveys, customer satisfaction has increased to 9 out of 10.

The portal is designed to help customers quickly find the information they need, request service and interact with peers and experts from Stanley Healthcare from desktop and mobile platforms. Users also can manage software licenses and access the company's mobile apps for system maintenance and the software development kit for custom application program interface development.

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