Healthcare

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.

Natural Remedies wanted a one stop solution to manage their sales, quality, complaint and audit process. As a healthcare products manufacturer they wanted proven system with no flaws to automate their entire business process and bring all departments in to one system.  The data was spread across multiple systems and not reportable.

The solution was consisting of mapping key accounts, contacts, leads and opportunities.  For the complaint management , complaint creation, assignment, root cause analysis , preventive and corrective actions, deviation, and audit plan was made. Also for product evaluation a stage gate process was also designed and developed

The salesforce based solution helped the client to have a strong sales process and complaint management process.  The sales team was able bring their customer data into one place and generate more revenue by upselling and cross selling.  The quality team got advantaged by ensuring the accountabilities between various departments and providing faster resolutions to their customers complaints