Very large medical imaging Provider with 400+ seat contact center.
Client Statistics
Problem
The medical imaging provider quantified substantial annual losses amounting to millions of dollars, attributed to appointment no-shows resulting from forgetfulness, location confusion, or navigation challenges among their patients. Moreover, the fragmentation in their customer feedback channels hindered a comprehensive understanding of service quality across various clinics. This disjointed setup prevented upper-level management from accurately gauging the clinics excelling in service provision and identifying those facing challenges.
Solution
Global Paradigm played a pivotal role in enhancing and modernizing our client’s contact centers, minimizing the risk of downtime. A significant stride was taken towards omnichannel support, empowering patients to engage via their preferred communication mode. To tackle appointment no-shows, we introduced automation that dispatched reminder emails and text messages, complete with embedded hyperlinks. These links facilitated rapid interaction with a bot, offering instantaneous information on upcoming appointments, encompassing driving directions, appointment time confirmation, and location validation.
Our comprehensive approach extended further by seamlessly integrating pathways for real-time escalation to live agents through chat or phone calls, should the bot fall short in catering to patients’ needs.
For surveys, we streamlined the process by transmitting them directly to patients’ phones, granting the flexibility to respond via text or voice recordings. The same seamless escalation mechanism that was integrated into the appointment confirmation was also used in surveys, enabling survey respondents to converse with a live agent regarding their experience, should they choose to do so. This orchestrated transformation now embodies our client’s commitment to ensuring convenience, efficiency, and meaningful patient interactions across every touchpoint.
Results
Global Paradigm’s comprehensive overhaul of the client’s customer experience yielded multifaceted benefits. Notably, the implementation led to a discernible rise in revenue, attributed to a reduction in appointment no-shows. Simultaneously, patient satisfaction witnessed an upward trajectory, validating the efficacy of the transformation.
Additionally, this revamp enhanced managerial insight substantially. A more comprehensive and insightful overview of service quality across all clinics became accessible to managers. This newfound clarity empowered them with actionable data to assess and address performance variations among different clinics. In essence, Global Paradigm’s transformation of customer experience instigated a positive cascade effect, aligning operational efficiency, revenue augmentation, patient contentment, and informed decision-making within the client’s healthcare ecosystem.
