October 22, 2020
TOKYO, October 22, 2020 - PHC Corporation (headquarters: Minato-ku, Tokyo, President: Kyoji Morimoto, hereafter PHC) announces PHC Medicom Technical Center, the customer support provider in PHC’s Healthcare IT business, has received the KCS Award 2020. The KCS Award is conferred through evaluation by HDI-Japan*1, an organization that provides international qualification programs to the support service industry in Japan. PHC is the third company*2 to receive this award in Japan and the first from the healthcare industry.
Knowledge Centered Service (KCS) is a methodology that aims to enhance customer satisfaction and employee motivation through improved service quality and streamlined customer support activities. This methodology was developed by the Consortium for Service Innovation, a US non-profit organization established in 1992, to expedite and improve customer response quality through sharing of customer support staff knowhow that was accumulated in call centers. The KCS Award was established in 2014 by the Help Desk Institute (HDI) of the US, the world’s largest organization providing IT support services. It was developed as an evaluation system for certifying companies that achieve quality service and efficient customer support management through KCS and contribute to their business through improved customer/employee satisfaction. HDI-Japan began its certification evaluations in 2018 after witnessing growing interest for KCS in Japan.
As the secondary support desk for PHC’s healthcare IT products and services, Medicom Technical Center responds to over 100,000 inquiries a year. The center began introducing KCS in March 2020, aiming to standardize staff knowledge and response quality, eliminate dependence on individual responses, as well as expedite customer responses. Various activities such as customer data entry, visualization of reuse rate, and periodic employee satisfaction surveys were implemented. As a result, the training period for new staff was reduced by 50% in only six months after starting activities, and the first-contact resolution rate for distributors was improved - both of these factors rated highly in receiving the KCS Award.
PHC Corporation is a Japanese subsidiary of the PHC Group, a global healthcare company that develops, manufactures, sells, and services solutions across diabetes management, diagnostics and life sciences, as well as providing healthcare services. The certification of the KCS Award 2020 demonstrates the strong support service of the Medicom*3 brand domestic healthcare IT business.
Takayuki Otsuka, Corporate Officer and co-head of the Healthcare Services Domain of PHC Holdings Corporation says, “Since launching Japan’s first medical-receipt computer in 1972, PHC Corporation has established a strong healthcare IT business foundation for medical institutions, including clinics, and pharmacies, using its accumulated experience and specialist expertise. The introduction of KCS allowed us to utilize the knowledge we had accumulated in the PHC Medicom Technical Center to improve our ability to respond to customer inquiries as well as motivate employees. Going forward, we will share our knowledge base with distributors to provide more accurate and speedier support to better meet customer requirements. Aiming to become the leading provider of best-in-class precision and digital solutions in healthcare services in Japan, we will contribute to better healthcare by reinforcing our customer-oriented support service system and enhancing service quality.”
*2 See website for awarded Japanese companies
www.hdi-japan.com/hdi/certification/KcsAwardRecipients.asp (Japanese website)
*3 PHC Healthcare IT business/products brand
About PHC Holdings Corporation
Incorporated in 2014, PHC Holdings Corporation is a global healthcare company with subsidiaries including PHC Corporation, Ascensia Diabetes Care Holdings AG, Epredia, and LSI Medience Corporation. Committed to its corporate mission, “We contribute to the health of society through our diligent efforts to create healthcare solutions that have a positive impact and improve the lives of people,” the company develops, manufactures, sells and services solutions across diabetes management, diagnostics, life sciences and healthcare services. The PHC Group’s consolidated net sales in FY2019 were 272.6 billion yen with global distribution of products and services in more than 125 countries.
About Medical Information Systems (Medicom) Division, PHC Corporation
Established in 1969, PHC Corporation is a Japanese subsidiary of the PHC Group, a global healthcare company that develops, manufactures, sells, and services solutions across diabetes management, diagnostics and life sciences, as well as providing healthcare services. Committed to its corporate mission, “We contribute to the health of society through our diligent efforts to create healthcare solutions that have a positive impact and improve the lives of people,” the company offers value-added products and services to customers in over 125 countries. Since developing and launching the first medical-receipt computer in Japan in 1972, the Medicom Division has worked to improve medical services for patients and work efficiency for healthcare professionals by providing electronic medical record systems and other healthcare IT products and services under the Medicom brand.
www.phchd.com/jp/medicom/about (Japanese website)
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