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Video Changes the Equation

December 23, 2013 - 0 Comments

At our recent Collaboration Summit in Boca Raton, I had the opportunity to sit down with some of our customers and talk about how they are incorporating video into their organizations. It’s clear that many of our customers are already seeing the business benefits of video – whether it’s using remote expert services to improve pipeline conversion or launching new services more quickly through video collaboration.

But what if you looked at video not just as a way to help you improve what you are already doing, but as a way to allow you to do things you couldn’t do before? Things that previously were not feasible because of cost, resources, or other perceived barriers?

What if you could offer health services to a segment of the population you could not previously reach?

Many U.S. healthcare providers are unable to provide qualified health care interpretation to patients who do not speak English. This is due to the lack of trained interpreters at the point of care as well as the cost: in-person interpretation services can cost around $50 per hour. In a scenario that plays out all too frequently, a doctor has to search the hospital corridors for a staff member who happens to speak the patient’s language. Or, a patient has to endure long wait times while an interpreter travels from another location. Paras and Associates is one company that’s providing clinicians and patients instant access to their own interpreter via video. The result? Greater patient satisfaction and quality of care, higher productivity, and lowered costs – all while meeting regulatory guidelines for access to care. A similar solution could be applied in other situations – like public agencies that issue drivers licenses – for big cost savings, productivity improvements, and improved customer satisfaction. Video changes the equation and makes possible what was previously cost-prohibitive.

What if you could provide differentiated services and personalize in-branch banking?

Nationwide Building Society, a British mutual financial institution and the world’s largest building society, is using Cisco Remote Expert to make their mortgage experts available to any customer, regardless of the branch they visit. Eliminating the need for mortgage specialists to travel to customer appointments means that more customers can be served per day. Meetings take place when it’s most convenient for the customer – while they are already in the branch. As a result, Nationwide has increased sales while lowering the cost of sales by two-thirds. They are seeing double-digit improvement in customer satisfaction with bank services, and customers have more choices in how they can interact with the bank. Video changes the equation and allows you to put your customers first. 

What if you had the tools to connect and train a distributed workforce – and you could leverage those tools to offer your customers a new service?

Fleming’s, a U.S. chain of steakhouses across 20 states, uses videoconferencing in all 65 of its locations to keep its staff connected and engaged. Every part of the restaurant uses video conferencing: chefs learn about and discuss new menu items, bartenders experiment with new drinks, and wine managers get personalized training from a master sommelier. More importantly, they’ve extended this service outside of their own organization by planning events for customers who require video conferencing facilities. Video changes the equation and allows you to increase engagement within your organization and outside of it as well.

Video solves the real challenges that our customers face every day. I’d like to hear from you: How can video change the equation for your business?

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