With 200 employees, a leading healthcare company implemented Enghouse Interactive’s inbound support call solutions which lead to reduced costs, increased revenue, and an improved CSAT score. Digital innovations have made it possible for medical field contact center professionals to provide services to physicians and clinics by refining their reporting and call queuing for premier customers. In this report, a shift to a more digitalized process for scheduling, writing e-prescriptions, and organizing laboratory services has revolutionized the contact center’s productivity and helped to contribute to the 70% growth in revenue.
With the help of Enghouse Interactive technology, the healthcare company is now able to ensure customers are routed to the best-equipped agent by customizing the workflow process and improving the experience with a defined patient access strategy. This personalized approach produced a 20% CSAT score improvement and provided the company with accurate reporting to more successfully manage staffing. In this case, Enghouse Interactive helped to deliver better customer experiences through every interface, touchpoint and channel while driving superior service and personalized communications in today’s rapidly advancing field of healthcare.
*This data was collected by an independent study conducted by Nemertes Research group in a Business Value Analysis.
Nemertes Business Value Analysis independently evaluates technology products and services to identify the value to enterprise organizations. Through detailed interviews with technology professionals who use the products or services, Nemertes analyzes and quantifies the real-world benefits and improvements to the efficiency of their organizations.
To download a copy of the full Nemertes Business Value Analysis click here