"NABS depends heavily on directSMS' technology to communicate with our deaf consumers & other parties.
directSMS have provide a reliable & flexible solution that has become integral to the operations of the NABS call centre team.
Their customer service and support is second to none."
Call Centre Co-ordinator NABS – National Auslan Booking & Payment Service
Organise and co-ordinate Sign Language interpreters for private medical appointments for the deaf and hard of hearing through the use of interactive SMS services
NABS provides Auslan interpreters to deaf and hard of hearing people who use sign language and would like an interpreter for private medical appointments in a number of specialist areas including: GP and Specialist, Chiropractors, Podiatrists or Chiropodists, Psychologists, Physiotherapists, Medical Imaging, Optometrists and Dentists.
Before Using directSMS
Using traditional communication means like post, email and the use of a 3rd party to call on behalf of the deaf or hard of hearing individual, as much as they were achieving NABS objectives, were slow. And as a result, organising interpreters for medical appointments could take anything up to a week.
After Using directSMS
directSMS was able to offer NABS both an inbound and outbound SMS solution to fulfill their organisation's needs.
The call centre at NABS uses directSMS’ Inbound SMS number service to receive SMS message from both clients and interpreters on a dedicated mobile number (long code).
The staff at NABS then retrieve and respond to these SMS messages to organise appointments via directSMS’ Web 2 SMS portal or using NABS’ in-house Booking system which was SMS enabled using directSMS’ Gateway technology.
By using directSMS' platform, NABS' turnaround time to complete a booking is currently between 2-10 minutes depending on the complexity of the booking and the number of parties involved.
Bookings organised entirely over SMS, take on average just 2 minutes.
Benefits of Using SMS
By using directSMS' platform, NABS was able to stream line the process of booking and organising medical appointments for the deaf and hard of hearing reducing the overall turnaround time from anywhere upto a week down to a maximum of 10 minutes.
- Time Savings – NABS was able to achieve drastic time savings going from weeks to minutes!
- Greater Efficiency & Productivity – The time saved allows the call centre team to serve more customers in less time
- Better Value for Money – Sending an SMS is much more cost effective than making phone calls while achieving the same result
- Greater Customer Engagement – NABS' customers are now be notified of the booking outcomes in real time improving customer satisfaction
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