Our Clients
NHS serves clients in a range of industry sectors, including:
- Insurance, including Insurance Brokers
- Finance and Property
- Retail sales and service
- Private Health Funds (incl. private health insurance)
- Medical services – after-hours and emergency
- Not-for-profit and industry associations
For all our clients we offer national coverage on a full 24/7 basis. Our experienced executive team has a proven track record in all operational aspects involved in the delivery of care and assistance/emergency support programs; professional helplines; employee concierge & loyalty programs; assistance services and helplines; and sales and service support.
We provide end-to-end program management for our clients – with our all programs customised for employees, customers and members according to the needs of the client.
We provide an effective solution to those firms looking to develop strong relationships, loyalty and commitment with their customers and employees through value-added and member-benefit programs.
CASE A.
NHS was requested to provide Company A with a unique, practical assistance program to cover motor vehicle accidents and breakdowns. A unique 24 hour a day program was developed to meet their needs.
NHS delivers the following elements in the program:
Vehicle Recovery -NHS dispatch as necessary Motor Recovery Operators to recover vehicle plus organise and coordinate load recovery for policyholders. Includes breakdowns or the need for batteries, tyres, towing etc.
Medical Assistance - through the NHS network to provide 7 * 24 assistance for policyholders in need of medical assistance.
Trauma Counselling - utilising the services of a national network of experienced and expert trauma counsellors.
Message relay - NHS relay urgent messages on behalf of the policyholder/driver to employer, suppliers and loved ones.
Outcomes: Company A has been recognised in the Asia-Pacific Region for outstanding ‘Innovation in product and service delivery’ on the back of the Program. Client surveys reveal outstanding client feedback and clear differentiation from competitors. More sales, increased loyalty, repeat business.
CASE B.
Company B was looking to differentiate itself from their competitors by delivering additional value-added benefits to its many customers.
After a full review with NHS of the customer profiles, wants and needs, it was decided to offer a Legal and Tax Helpline, plus counseling support, for members and their families.
The Legal Helpline is delivered through a branded dedicated answering point and offers practical advice and guidance on any personal aspect of the law from personal injury, property, consumer, neighbour, employment and many other common legal issues.
The Tax Helpline is delivered through a branded dedicated answering point and offers practical advice and guidance on any personal taxation matters, including annual tax returns, capital gains, deductions and questions on lodging a return. Like the legal helpline , it provides telephone advice based upon the members situation. It does not cover the preparation of cases or returns.
Telephone Counselling support is also offered to the employees and their families.
Outcomes: Customer Surveys show strong support for the program through improved ‘brand awareness’, enhanced customer commitment; plus ‘word of mouth’ referrals of new business. Importantly, the greater Customer Retention leads to improved customer profitability.
CASE C.
Company C was looking for a cost-effective Call Centre in Australia to support all customer service support issue and enquiries after-hours, on weekends and on public holidays.
NHS was able to develop an integrated program to cover phone, email and SMS service for the client for all contacts after-hours. During business hours the Client takes the calls and then diverts the phone to NHS for all after-hours activity. This means the contact ‘window’ with current and potential clients is extended from around 40 hours a week to 168 hours a week.
The costs to implement this important service was too prohibitive for the client, but NHS offered a very cost-effective ‘user-pays’ solution. With full data base links developed by NHS and the Client working together and a suite of ongoing and daily/weekly reporting. Plus all items requiring action are now conducted without the delays previously experienced.
Outcome: The customers can now do business with our Client when it suits them, and the increased level of satisfaction with dealing with real people after-hours who can assist them has meant new business and greater retention. The program costs are only a fraction of what it would cost to deliver themselves and the service levels are enhanced by dealing with professional, trained staff anytime of the day.