Case Study: Patient Wait Times Reduced

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The 3fivetwo Group has deployed a next-generation customer contact solution from mplsystems to support their growing volume of patient calls.

The problem

The healthcare provider’s goal was to provide its patients with an improved customer experience, as well as accommodate their recent rise in patient calls from 1,000 to 5,000 per week.

The solution

To support 3fivetwo, mplsystems has deployed an integrated multichannel contact centre solution capable of handling voice, web and email interactions through a specialist intelligent agent desktop for the company’s 40-strong contact centre team.

Due to strict healthcare and patient confidentiality regulations, the solution was designed to secure private patients records within the contact centre environment by only allowing authorised agents to access specific private patient records.

The results

This solution has also enabled patients to benefit from much quicker transfers to the right healthcare professionals, while reduced contact handling times provide an improved customer experience.

“Effective customer engagement is an essential part of our business and, following our recent expansion, it was important that we matched our healthcare services provision with the highest standards of customer contact,” said Mark Regan, CEO of The 3fivetwo Group’s Kingsbridge Private Hospital in Belfast. “Engaging mplsystems means we now have the technology in place to support our patients through our best practice contact centre operation.”

Paul White

“Patients are no different from any other consumers, and increasingly expect their healthcare service providers to make contacting them as easy as possible. 3fivetwo clearly recognised that effective customer engagement is a critical part of the overall healthcare service it provides,” said Paul White, CEO at mplsystems. “In selecting mplsystems as its technology partner, the group has invested in a flexible customer contact infrastructure, and we look forward to working closely with 3fivetwo as they continue to invest in key areas such as CRM and Big Data to support customers across all their interaction channels.”

For more information about mplsystems, visit their website.

Author: Megan Jones

Published On: 22nd Oct 2014 - Last modified: 12th Dec 2018
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