Gilead Sciences Experiences a Jump in Customer Satisfaction Utilizing Kallpod Technology

While dining at an airport restaurant, Troy Quigley stumbled upon a communication technology device that allowed him to summon his server at the push of a button. It dawned on him that this same device could solve a major issue he was experiencing within his current corporate environment at Gilead Sciences. The simplicity of the technology and the fact that it was extremely user-friendly pushed him to test it out at Gilead, specifically in the conference room spaces.

Prior to implementing Kallpod, Gilead did not have a method to manage support needed in conference rooms. The end users were to either call the enterprise service desk, who would then have to track down an onsite resource to help them out or, the end user would have to walk around the site until they found an onsite tech support person. Both of these solutions were not working and were resulting in a bad user experience.

“Our customer satisfaction rating has jumped a great deal by just implementing Kallpod in our conference rooms,” said Quigley. “We continue to get great reviews from our end users and the companies’ leadership. In the past, people would have to walk around the building until they would a support person, and it was a very frustrating process. Now, the end user does not have to do anything and our team is in the room within one minute to help resolve the issues.”

Now that the technology is tried and tested, Quigley reports that they plan to expand the Kallpod technology to many additional sites globally within the Gilead Sciences space. Before implementing, the team will first ensure that there is an employee stationed at the building to answer the calls that come through the technology, so it does not become a negative experience. Moving forward, the company is looking at implementing the Kallpod technology into office buildings in Shanghai, Hong Kong, Cork, Paris, Munich, Milan, Oceanside, Seattle and Foster City.

When it comes to the growth and customization of the product, Kallpod has worked to ensure the process is smooth. “Kallpod has been extremely flexible in meeting our needs,” said Quigley. “We had some requested changes to the buttons to better fit our needs including the ability to track the time the button was pressed to the time an agent arrived in the room.

For this, the Kallpod team made some modifications to the buttons so that we could gather this information. We have also been using the dashboard to understand trends in our sites and issues that people have had so that we can better staff correctly to ensure the best experience and support.”

“It has been a pleasure to work with the team at Gilead Sciences and customize the technology to fit their needs,” said Kallpod CEO Gabriel Weisz. “We are thrilled to continue to grow with Gilead on a global level and watch their user satisfaction continue to rise.”