Sunrise wanted to streamline their call center operations. Daily call volumes were so high that they were unable to track the connected/missed/call back calls. The appointment booking for the doctors were scattered into a number of systems making life difficult. Also post discharge follow up were always an operational challenge handle
The solution was consisting of integration with all their channels. An appointment booking interface using salesforce data and for making payment, cancelling, rescheduling appoints were made. Integrated the system with practo as well to drive the calls into one single system. A post discharge follow-up mechanism to drive calls and messages to customer for their revisit and periodic health checkup was made
As a result the calls were effectively brought to one system which helped them in increasing the follow-up calls and post discharge calls. This solution helped to reduced their call center workload. Also it helped their management to get the real-time insights of the booking , no shows and visits. Doctor wise /department wise reports helped them to take key decisions based on the summarizations.
