Back to Case studyLeading Healthcare Service Provider Adopts Smartflo to Enrich Contact Centre Services for Patients
ShareIntroduction
The organisation belongs to the healthcare sector and its operations began in a small nursing home established by Dr. Chandramma D Sagar in 1963. Her vision to build a patient-focused and affordable integrated healthcare delivery system was carried forward by her sons, and today the brand runs two multi-speciality hospitals in Bengaluru. It has also entered the Middle East market.
its NABH accredited hospitals, the group is known for quality healthcare and has won multiple awards for excellence in different fields of service. It was also the first medical service provider in India to perform laparoscopic radical prostatectomy and the first in Karnataka to do a bone marrow transplant. The organisation is also helping to expand the scope of medical science in the country with its research and training facilities.
As it offers a wide range of healthcare facilities, the hospital group receives innumerable phone calls for appointment bookings, inquiries for medical reports, and other services. To handle them more effectively it was essential to upgrade the telephone infrastructure using cloud technology.
When comparisons between alternative products began, Smartflo came out on the top. The managers from the administrative team contacted Tata Tele Business Services (TTBS) for its cloud communication suite that was powerful, yet simple to manage by hospital customer service agents without IT expertise.
Business Challenges
The organisation was unable to handle the growing call volumes with its legacy telephone setup. Only a few departments had their DID numbers and often the callers had to wait for a few minutes before they could be connected to the right person for the information they sought. This was impacting patient service.
Manual dialling for outbound calls was also slow and error-prone. The staff could not contact health insurance companies and other entities effectively.
Instead of scaling the communication infrastructure by adding more hardware and cables, the healthcare enterprise wanted to adopt a robust cloud telephony system. There were some other issues to be addressed with this upgrade:
- All calls were to be automatically routed to appropriate departments and medical specialists through an IVR.
- The management heads needed visibility into contact centre metrics such as the number of calls received each day, average response time, agents’ soft skills in interactions, tracing the missed calls for call-backs.
- When COVID-19 forced a part of the team to work from home and there was also an increase in the number of calls received by the hospital, it was critical that all of them were managed via a flexible telecommunication channel.
The organisation had to deploy its new contact centre in minimum time, and it expected intuitive call management features that the associates would get accustomed to without full-fledged training.
TTBS Solution
TTBS offered its AI-enabled cloud communication solution, Smartflo, to the customer. The contact centre associates could access its web-based interface from any desktop, laptop, or mobile device. They only needed a headset with a microphone to accept and dial out calls. And with simple-to-use features, the team was ready to handle communication within 15-20 minutes of deploying the service.
As per the average call volume received per day, our solution architects activated a certain number of channels for the organisation. It was easy to scale the service without any CapEx.
Smartflo addressed the issues that the organisation had been facing with its legacy setup and helped to make the call centre more user-centric:
- Our solution architects configured a multi-level IVR to direct calls to appropriate departments without involving a human operator.
- With a web-based interface for managing Smartflo, it would also be easy to modify the IVR settings in the future.
- Supervisors could barge into and record any live conversation to gauge an agent’s communication skills, as well as a ‘whisper line’, to assist anyone who fumbled while answering a query.
- Smartflo’s dashboard kept daily records of calls received, outbound calls made, call handling durations, and break timings for all associates.
- TTBS’ cloud telephony also allowed the organisation to promptly respond to missed calls if any.
The associates could now work from any location and ensure that none of the queries go unanswered. For security, the access to the system for all users was password protected and SSL encrypted.
TTBS ensures an uptime of 99.5% for the customer’s virtual contact centre and our technical helpdesk works round-the-clock to respond to any question from users.
Besides simplifying contact centre operations, Smartflo makes communication more secure with 128-bit encryption. Users can also store data in its safe cloud repository
Benefits
- Smartflo: Full-featured contact centre without investment in complex hardware
- Streamlined patient service with quicker connects to relevant departments and healthcare specialists
- Remote working flexibility while ensuring that all calls made to the hospitals get answered
- Click-to-call convenience for orderly outbound communication
- Ease of database integration to access patients’ records while speaking to them
