Health Care Institution

Oxon + Health Care Industry

Wave
Health_case-study
Lode_case-study
Lode (Лодэ) clinics – one of the biggest private health care institutions across Belarus, working in: Minsk, Brest, Grodno.
1500 employees
50 Contact Center agents
The firm’s used Oxon for years and it helped to improve several issues as well as upgrade business to a new level.

Customers

25000
per month

Customers

93
per agent per day

Calls

69
per day

Emails

24
per day

Problems

The firm was faced with the following problems and challenges.
Lietuvos Paštas needed modern CRM to:
Weak contact center interaction with patient’s EHR and PMS systems
No information about patient inside contact center
Still using several different systems for different communication channels
There is no patient experience or satisfaction tracking
Old outbound system, manual dialing with phone
There is no connection between different channels
Data collecting is poor
Better manage customer support teams, there is no tracking of business statistics inside
Reducing operational costs and inefficiencies, without using different systems
Improve client’s satisfaction and experience with customized surveys

Solutions

Oxon’s solutions were implemented accordingly every issue.
OXON integration with EHR and PMS systems
EHR – electronic health records, collection of patient’s medical information. PMS – property management system, showing the schedule for free slots for patients visits. OXON contact center has ability to be integrated with almost all systems. Lode’s clinics had most important challenge: integrate OXON with their EHR and PMS systems to make perfect connection between them, to don’t lose any important information about the patients and their history of appointments.
Automatic appearing patient personal information when connecting with them
When patient connecting contact center for the first time, agent has to fill up table with information about the patient: birth date, sex, phone number, his personal doctor and etc. Table can be customized any time after integration. After that, when client is contacting Lode’s contact center the agent will see all the common information about his patient and will be able to help him way much faster.
Monitoring of active and queued calls and calls routing statistics
Omni-Channel experience allows your customer to engage on their channel of choice
Omni-Channel experience allows your customer to engage on their channel of choice. Lode’s clinics are using: Calls, Emails, Web-chat, Chat-bot.
Web-chat API integration with OXON contact center
A Web-chat system allows user to communicate in real time while using easily accessible web interfaces. When patient opens web-chat in clinics web site he will be automatically connected to chat-bot. Chat-bot is able to answer about patient’s appointments, remind about clients using medicine drugs or make an appointment. If chat-bot isn’t able to answer the client, it will be automatically transferred to live-agent. Chat-bot can be customized by the company any time and can be made as smart as they want.
Create and customize Chat-bot
Most innovating tool in CRM at the moment. It allows to save your recourses of time, money and do not disturb live-agent with common issues. It can track client services, give answer for shipment or post location, sent you a bill, etc. If bot doesn’t know a correct answer for your problem or can’t help you in other ways, it will connect you to live-agent. The chat-bot can be customized by the company; it allows you to make bot program as smart as you want.
Private Branch Exchange (PBX)
PBX call strategy. In case the exact same client tries to reach the contact center, he will automatically be transferred to the exact same agent that he previously spoke, if an agent is available at that moment. If not, other agent will see all the history from that client in the system. If patient was talking with his, for example, doctor’s secretary, when he will call back second time with his questions he will be automatically connected with the same agent/his clinics administration or etc. In case the same agent isn’t able to answer the call at that time, patient will be connected to other agent, who will help him, agent will have all the previous agent comments and other main information about that patient.
Interactive Voice Response (IVR)
Calls are divided by Skill Based Routing system. People calling to IVR system have to choose the purpose of their call based on the problem they have. This way the system transfers them to an agent who has the most competency in resolving their issue. When customers are calling to Lode’s IVR system, first they have to choose in which city they need services: Minsk, Brest, Grodno. In second step they have to select in what purpose they are calling to clinic: need appointment, need extra visit or etc. Then they are connected to the live agent in they chosen city which has most competency to answer them. For example, patient calling for an appointment, then the chosen clinic has all the information about their free times and can give fast and correct answer to client.
Reporting system
Ticketing system for tracking history
When agent finishes a call or chat with a client, he can choose why he was connecting the call center or assign it to the theme. The themes are collecting from calls, chats, emails and etc., all the information is visible for the team leaders, managers or other agents. In that way the company will be able to keep track of the most common questions and arising problems.
OXON dynamic agent desktop
OXON dynamic agent desktop pulls all your data into one easy-to-use interface, so the team always will have all the data they require to resolve calls for the first time. The contact center of clinic’s customized the desktop of agent with window that will show all the information about patient when he contacts center. If the patient is calling for the first time the agent will have to fill all required tabs while talking or after the chat. Required tabs: personal information, name, surname, sex, medicines used, residence address, blood type, personal doctor and etc. Custom fields can be changed any time.
Monitoring of active and queued calls and calls routing statistics

Results

After successful implementation the following results were achieved.
Table
Before OXON With OXON
Average of call handling time
180
s
165
s
Annual contact centre operational costs
610 000
580 000
Annual contact centre operational costs decrease
-
%
5
%
First Call resolution
86
%
93
%
Email First reply time decrease
-
%
8
%
Calls answered within 20s
72
%
87
%
Customers flow decrease with Chat-bot
-
%
23
%
Average of emails handled
per day per agent
15
23
Average of calls handled
per day per agent
53
69
Callbacks answered
24
%
41
%
Customer NPS
36
pt
51
pt
Overall benefits for the company
The head or lead of Call Center will see all the statistics of business, employees’ efficiency, resolution speed of the problems, main issues and purposes why clients are contacting them.
Main benefits for company
Cost savings through increased productivity of company employees/agents (about 52000 eur each year), increased customer satisfaction.
Extra benefits
When agent finishes a call or chat with a client, he can choose why he was connecting the call center or assign it to the theme. The themes are collecting from calls, chats, emails and etc., all the information is visible for the team leaders, managers or other leads. In that way the company will be able to keep track of the most common questions and arising problems.