75% Cost Reduction for a Global Healthcare Provider
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Getronics deployed an AI-powered omni-channel contact centre for a provider serving 160 medical practices and 110 million patients, containing 70%+ of calls, scaling to 15,000 a day, and lifting appointment conversion from under 40% to over 80%.
Business challenge
Our customer was suffering from a range of business issues:
- Contact center capacity
- Customer complaints with wait times - causing frustration amongst patients
- Attrition of customer service agents
- Escalating cost to serve
- Enhance service to VIP customers
- Poor appointment conversion
- Missed upsell opportunities
Tangible benefits
- Improved customer service using an 'always-on' Service agent
- Improved staff productivity, reducing agent churn by20%
- Introduced auto-scaling to manage up to 15,000 calls per day
- Reduced cost to serve by 75%
- Contained over 70% of total inbound call volume
- Delivered intent recognition of over 97% using market leading OR lookup product
- Improved appointment conversion from less than 40%to over 80%
- Contributed to increased customer revenue of $150mannually
How we got there
- Implemented ID&V [identifying patient & verifying on record details] & triage process leading to increased containment rates
- Using omni-channel engagement with WhatsApp &Integration of market leading real-time voice engagement capability
- Developed Knowledge Base data to deliver effective customer self-service
- Integrated Augmented Agent for sensitive tasks, with agent assist to support service enhancement
