Dentsply Sirona and Omni Grow Three Year Partnership Across Seven Different Business Lines
Learn how Omni improved backlog, customer service, and sales for a large dental equipment company.
3
YEARS A CLIENT
96.83%
QUALITY RATING
7
LINES OF BUSINESS
The Company
Public Enterprise Looks to Solve Backlog Issues with Omni
Dentsply Sirona, a leading dental solutions provider, and Omni, a prominent Business Process Outsourcing (BPO) partner, embarked on a three-year partnership across seven different business lines. The collaboration aimed to address specific challenges faced by Dentsply Sirona in managing its back-office operations, particularly in dealing with a substantial backlog and handling free goods promotional requests from representatives and distributors.
“Omni provides services in areas that take away time from my experienced customer service reps, especially in the area of data entry. By freeing up data entry, my team can spend more time focusing on customer inquiries and concerns over the phone.”
The Challenge
Backlog of Promotional Items Impacting all Customer Support Functions
One of the most pressing issues was a staggering 6-month backlog of promotional requests from representatives and distributors. The extensive backlog posed a multifaceted challenge, putting a strain on the organization’s ability to process promotional requests promptly. The strain extended to customer support and sales functions, creating a ripple effect that adversely affected the overall customer experience and sales performance.
Recognizing the urgency of addressing these challenges, Dentsply Sirona sought a strategic partner to alleviate the backlog and enhance operational efficiency. The decision to engage with Omni Interactions was driven by the need for a reliable and effective solution to overcome these pressing issues, ultimately paving the way for a more streamlined and productive business environment.
“Omni provides terrific value, and their business model attracts a higher level of talent for those professionals who are seeking a flexible and remote work schedule. I give Omni a process that needs to be managed and after the initial training, they manage it in its entirety including performance management, turnover, training, etc."
The Results
Order Accuracy of 99.97%+ and Implementation of Reporting and Quality Assurance
The backlog, which initially extended over six months, was significantly reduced to just two weeks. This achievement demonstrated Omni’s effectiveness in streamlining processes and enhancing operational efficiency for Dentsply Sirona.
The partnership grew to cover seven lines of business, with channels including email, back office, and inbound phone interactions. The functions supported by Omni included customer service, back office operations, and sales support. Regardless of the need, Omni was able to access talented workers from our pool of 110K pre-vetted global workers. For some BPOs, this would have been a logistical and contractual nightmare, but the partnership has been effortless because of our streamlined processes.
The partnership between Dentsply Sirona and Omni yielded impressive results. Order accuracy, a critical metric for Dentsply Sirona, surpassed the targeted 99.95%, reaching an impressive 99.97%. The program also achieves an impressive 96.83% Quality Assurance score.
The partnership also involved the implementation of quality assurance (QA) measures and comprehensive reporting systems. The ability to adapt to the evolving needs of Dentsply Sirona and consistently deliver high-quality services played a pivotal role in solidifying the partnership.
Why Omni for Healthcare?
25%+
Total Cost Savings
76,580
COMMUNITY OF Healthcare Workers
100%
Outcomes-Based Pricing
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