Nationwide, Award-Winning Urgent Care
Revolutionizing Patient Journeys With Customized Service Cloud Voice
Challenge + Opportunity
The urgent care provider was navigating the complexities of patient communication across multiple channels, including chat, SMS, and interactive voice response (IVR). Its existing solution was increasingly insufficient for handling growing patient needs.
Further, on-site staff members faced increasing call volumes with no dedicated support agents, and they were overwhelmed with administrative tasks. The care provider needed a solution that could handle high call volumes, provide consistent patient experiences, and offer multichannel communication options.
The end goal was to streamline patient communication across more than 250 care centers and create a unified, self-directed journey that leveraged IVR and SMS.
In an industry where patient engagement and seamless communication are key to maintaining a competitive advantage, our client needed to provide personalized and efficient service across all touchpoints. It also needed the ability to quickly adapt to new technologies while maintaining a seamless experience across platforms.
The provider’s existing structure hindered these efforts, which led to inefficiencies and missed opportunities to enhance patient satisfaction. Without an upgrade to its communication infrastructure, it risked operational inefficiencies, reduced patient satisfaction, and diminished its capacity to deliver the quality of care that sets it apart in the eyes of patients.
Automated Multichannel Journeys Improve Efficiency
Solution Highlights
We integrated Amazon Connect into the existing Salesforce Service Cloud environment to streamline patient interactions and ensure the urgent care provider could quickly realize improvements in customer service and operational efficiency, all while laying the groundwork for future growth and innovation.
We took an agile approach to integrating Amazon Connect into the client’s Salesforce environment, delivering tailored IVR and SMS capabilities. We compliantly incorporated patient data to create customized, automated journeys and provided analytics to track and optimize patient interactions.
The goal was to streamline patient communication across more than 250 care centers by creating a unified, self-directed journey that leveraged IVR and SMS.
Personalized Patient Journeys Transform the Care Experience
Key Benefits
Amazon Connect introduced IVR for self-serve patient appointment scheduling, which reduced call volumes by 75%.
Now, 65% of patients leverage the SMS appointment reminder offering, which reduces no-shows and ensures patients receive care.
This innovation not only eased the burden on the care teams but improved the overall patient experience with timely and effective support and care.
Our solution streamlined the client’s communication processes, significantly reducing staff workload by deflecting more than 10,000 calls per day and delivering improved operational efficiency across the enterprise.
