Gezondheidszorginstelling

Oxon + de Gezondheidszorg

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, Gezondheidszorginstelling
, Gezondheidszorginstelling
Lode (Лодэ) klinieken – een van de grootste particuliere instellingen voor gezondheidszorg in Wit-Rusland, werkzaam in: Minsk, Brest, en Grodno.
1500 employees
50 Contact Center agents
Het bedrijf gebruikt Oxon al jaren en het heeft geholpen om verschillende zaken te verbeteren en het bedrijf naar een nieuw niveau te tillen.

Klanten

25000
per maand

Klanten

93
per agent per dag

Oproepen

69
per dag

E-mails

24
per dag

Problemen

Het bedrijf werd geconfronteerd met de volgende problemen en uitdagingen.
Lietuvos Paštas had een modern CRM nodig om:
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

Oplossingen

De oplossingen van Oxon werden dienovereenkomstig voor elk probleem geïmplementeerd.
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

Resultaten

Na een geslaagde uitvoering werden de volgende resultaten bereikt.
Tabel
Voor OXON Met OXON
Gemiddelde afhandeltijd
180
s
165
s
Jaarlijkse operationele kosten van het contactcentrum
610 000
580 000
Jaarlijkse operationele kosten van het contactcentrum dalen
-
%
5
%
Eerste oproep resolutie
86
%
93
%
E-mail Tijdstip eerste antwoord neemt af
-
%
8
%
Oproepen beantwoord binnen 20s
72
%
87
%
Klantenstroom daalt met Chat-bot
-
%
23
%
Gemiddeld aantal behandelde e-mails
per dag per agent
15
23
Gemiddeld aantal behandelde oproepen
per dag per agent
53
69
Terugbellen beantwoord
24
%
41
%
Klant NPS
36
pt
51
pt
Overall benefits for the company
Het hoofd of de leiding van het Call Center ziet alle statistieken van het bedrijf, de efficiëntie van de werknemers, de snelheid waarmee problemen worden opgelost, de belangrijkste problemen en de redenen waarom klanten contact met hen opnemen.
Main benefits for company
Kostenbesparingen door verhoogde productiviteit van de werknemers/agenten van het bedrijf (ongeveer 52000 euro per jaar), verhoogde klantentevredenheid.
Extra benefits
Wanneer een agent een gesprek of een chat met een klant beëindigt, kan hij kiezen waarom hij verbinding maakte met het call center of het thema toewijzen. De thema’s worden verzameld uit gesprekken, chats, e-mails en etc., alle informatie is zichtbaar voor de teamleiders, managers of andere leidinggevenden. Op die manier kan het bedrijf de meest voorkomende vragen en problemen in kaart brengen.