Case Study
Excel Healthcare
About Excel Healthcare
Excel Healthcare is a family-run business that has been providing advanced healthcare equipment since 1983. Their dedicated team ensures customers receive modern, reliable products at competitive prices, along with efficient after-sales support. Excel Healthcare uses the latest technology, offering customers confidence and peace of mind with their purchases.
Key Objectives
Excel Healthcare approached Onhold Studio intending to streamline their phoneline with a new messaging service that would reduce the length of the caller's journey, the aim of getting a caller to where they need to be as quickly as possible would require a concise and efficient menu message. In addition to this, they returned at a later date looking to create instructional content for clients, this would be achieved via the creation of videos and explainer content that would guide users on the effective use of their autoclave ovens.
Our Solution
Video Project
Onhold Studio produced a series of clear and concise explainer instructional videos demonstrating the proper operation of Excel Healthcare’s autoclave ovens. These videos were designed to simplify the learning process for users and highlight the advanced features of the products.
To ensure a seamless unboxing experience, the videos included shots of the packaging process, showing how the autoclave is securely strapped and boxed for delivery. Users were guided through the unboxing process, including cutting the straps and removing the packaging, which showcased the machine’s safe arrival.
The videos provided clear, step-by-step instructions on setting up the machine, including connecting it to a power source and external devices like printers and USB sticks. Viewers saw how to operate the machine by filling it with distilled water and running a cycle while also being informed about important safety messages, such as the necessity of avoiding tap water.
Additionally, the instructional content covered loading equipment onto trays, running cleaning cycles and performing maintenance tasks. Each step was designed to demystify the operation and maintenance of the autoclave ovens, making it accessible for all users.
Audio Project
We enhanced Excel Healthcare’s VOIP phone system by providing a series of tailored audio messages. These included a Welcome Greeting, an IVR Message with menu options, a suite of on hold messages ranging from 1-minute to 10 minutes, an out of hours message and a seasonal closure message for their Christmas shut down. We also supplied dedicated messages to inform callers when the team is out of the office, busy in meetings, or showcasing their product range at expos and events. This comprehensive approach ensured that customer interactions over the phone were professional, informative and reflective of Excel Healthcare’s commitment to quality service.
Results
The instructional videos have been instrumental in helping users understand the functionalities of the autoclave ovens, reducing the need for extensive technical support. The streamlined phoneline messaging service has enhanced customer satisfaction by improving communication efficiency. Excel Healthcare now enjoys smoother client interactions and more time-efficient operations, leading to an overall improvement in customer service.
Elevate Your Customer Experience
Ready to elevate your customer experience? From captivating on hold messages to dynamic audio for videos, podcasts and more, we create sound that engages, informs and enhances your brand. Contact us today to make every moment with your audience count.
