Case Study:
Nationwide Healthcare Company Deploys the Smart Contact Center
Company:
Value/ROI:
- Reduced call volume through SMS automation.
- Improved efficiency for both patients and staff.
- Increased productivity as measured by real-time analytics.
Project:
- Communication solution for 2,000 nurses and support staff.
- Efficient patient communication regarding the COVID-19 vaccine.
Key Takeaways:
- Softphone app for desktop and mobile devices.
- Deployed within 24 hours for 40 healthcare centers.
- SMS automation reduced call volume.
- Supported a remote workforce during the pandemic.
Initial Challenge:
During the height of the pandemic, the institution needed a quick and secure solution that consisted of a desktop app and a mobile option for nurses and their support staff of 2,000 team members. They also required a practical yet robust solution that would allow them to communicate with patients efficiently, in conjunction with the highly anticipated vaccine.
“The automated links via the SMS feature have been so successful in managing the inbound call volume that we’ve expanded the functionality and are looking into more options with SmartChoice.”– Director of Telecommunications
The Smart Solution:
As the healthcare company transitioned its workforce to work remotely, SmartChoice not only provided what they needed but enabled their team to be securely managed from a distance.
Paired with SmartChoice’s software analytics platform, our softphone application empowered their employees to make calls from anywhere.
By incorporating SmartChoice’s SMS via IVR feature, callers had the option to press a specific key and be redirected to receiving an SMS with a link that contained the vaccine information instead of waiting for hours to speak to an agent.
In contrast, their executive team was able to see real-time information on daily productivity and continue to serve their clients with excellent service.
Products and Features
Softphone App
Smart Analytics
Smart Contact Center
Conclusion
Within 24 hours, 40 of its healthcare centers were fully equipped and operational to run on the SmartChoice softphones.
SmartChoice provided the company’s team and staff with a user-friendly solution that didn’t require long hours of training and could be overseen with a click of a button.
Equipped with our dedicated project managers and network operations team to provide ongoing support, SmartChoice set up their users within a matter of hours as opposed to days or weeks.
