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MSI Reproductive Choices & IPI push digital transformation forward
Wed, 10th Jan 2024

MSI Reproductive Choices, previously known as Marie Stopes International, has selected IPI to manage its significant digital transformation efforts. By adopting the Genesys Cloud and moving to the cloud, MSI Reproductive Choices has improved the accessibility and quality of services it provides daily to its 80,000 clients.

The new cloud system facilitated by IPI has already enabled the social enterprise to handle 23% more client enquiries. Additionally, it has modernised workforce management and made considerable organisational savings by allowing remote work for 86% of its agents. Positioning MSI Reproductive Choices for the future, IPI's solution is a major part of its ambitious digital transformation programme. It has enabled the migration of its contact centre operations to the cloud while implementing new communication channels.

MSI Reproductive Choices operates in partnership with the NHS and 37 other countries worldwide, delivering family planning services to over 80,000 people daily. As it is a necessity for its clients to have instant access to advice and guidance, MSI Reproductive Choices has embarked on a substantial digital transformation programme to enhance its service accessibility and quality.

The migration to the new cloud-based contact centre solution, Genesys Cloud, has been central to this programme. IPI has not only helped implement this new platform but also maximised MSI Reproductive Choices' investment in the solution, introducing new tools such as speech and sentiment analytics. These tools assist in deriving insights for ongoing service improvement. Furthermore, IPI aided the transition to a web chat messenger function on the MSI Reproductive Choices website, permitting clients to access expert advice without directly speaking to an agent.

Steph Canavan, Executive Director of Digital Transformation at MSI Reproductive Choices, commented, "We are hugely proud of the services we offer at MSI Reproductive Choices UK and are fully committed to making them as accessible as possible to our clients. IPI understood this need perfectly and has provided us with invaluable expert advice and tools to enhance how we empathetically and efficiently connect with clients."

Genesys Cloud, the new platform introduced by IPI, also aided MSI Reproductive Choices UK in modernising its workforce management. It allowed hybrid working for all its agents, nurses, and other central functions, irrespective of location. As a result, 86% of contact centre agents work from home at least some of the time, simplifying the recruitment and retention of these well-trained individuals and contributing to significant organisational savings.

Rob Gibbon, Head of Client Management at IPI, expressed satisfaction with the project, stating, "We began this transformation by providing MSI Reproductive Choices UK with a clear roadmap to show our technology recommendations and what differences these would make to clients and their agents. We are delighted to see how quickly Genesys Cloud has significantly improved client experience, agent tools, and quality assurance."

IPI's partnership with MSI Reproductive Choices led to the vital health service being recognised at this year's UK National Contact Centre Awards, which won a silver award.

MSI Reproductive Choices will soon provide access to Genesys' Tempo App to support their agents further. This application will allow agents to schedule their work hours to suit their requirements from various devices.