Overview
Health care is the maintenance or improvement of health via the prevention, diagnosis, treatment, amelioration, or cure of disease, illness, injury, and other physical and mental impairments in people. Health care is delivered by health professionals and allied health fields. It has become quite essential for health companies to provide excellent customer support to their patients. Where even a minute of the time saved can be the difference between life and death, such 24×7 help desk support with expert health specialists at the help desk are the lifeline of many people.
Challenges
- Limited contact centre functionalities
- Inability to cope with high call volumes
- Lack of workforce management functionality
- Limited opportunity for business continuity planning
- Replace aging, limited PBX system
- Ensure business continuity through remote working
- Lack of Nursing Service at home
- Limited Online Consultations
Solutions
- Omni channel Capabilities
- Unified Communications
- Integrations with Hospital Management System
- Workforce Management
- Managing Escalations
- Video Sessions for Consultations
- Chatbot and Voicebot
- Self Service and Automations
- Real-time Reporting and Analytics
Results
- Scheduled Doctor’s appointment
- Instant confirmation and reminders over calls and SMS
- Unified View for Patients Information and related reports
- Reached out to the patients at home through video consultations or home collection service
- Delivered Consistent Omnichannel Experience
- Improved Patient Engagement and satisfaction
- Optimized scheduling and follow-up process
- More Balanced Occupancy Rates between functions
