By introducing BranchesCX into the customer contact team, this hospital improved both quality and efficiency.
By introducing BranchesCX into the customer contact team, this hospital improved both quality and efficiency.
The Flevo Hospital in Almere receives 40,000 incoming calls per month from patients who want to make an appointment or just call with medical questions.
To help patients in the best possible way, it is necessary to handle the telephone calls efficiently. The Flevo Hospital has around twenty outpatient clinics.
To effectively answer all incoming calls for these outpatient clinics, Flevo Hospital has created a central Patient Contact Center. Appointments are scheduled here and most non-medical questions are answered.
Research shows that 70 - 85% of telephone questions are not medical. In a maximum of 30% of cases, the Patient Contact Center forwards the calls to the relevant outpatient clinic.
Needless to say; an enormous amount of knowledge is needed to process the thousands of weekly calls, not to mention keeping information up-to-date.
BranchesCX is the tool that we needed to effectively help our patients on the phone.
And the BranchesCX team was faced with that challenge when they first met Annemei Pattje, head Patient Conact Center at Flevo Hospital. At the time, her team used outdated software that was too complex for the team leaders to be able to use effectively and even more slowly for the agents on the telephone. That is why Annemei was looking for a solution that is available quickly, easily and immediately when needed.
“3Fiftynine immediately came up with a vision of our Patient Contact Center, which we had not thought of ourselves. There are complex and expensive solutions to the problem, but 3Fiftynine came with an elegant and easier solution. BranchesCX gave us the solution we needed and since we use it, it has proven to be the perfect way to store knowledge information and give our employees direct access to this knowledge. The fact that the correct information appears when a phone call comes in is a perfect addition to the hospital, "says Annemei Pattje.
From the moment the first "Branch" was created for one of the outpatient clinics, Flevo Hospital has been involved in the development of new features. “So we immediately discussed with 3Fiftynine what would be a perfect addition to branches for us. Namely insight into what our patients are calling us for, "says Annemei.
The result was a statistics page that, according to Annemei, “is vital for our Patient Contact Center, because it tells me exactly what happened. We have come to know 3Fiftynine as a close team of professionals who have knowledge of customer contact and take our requests and ideas very seriously. ”
This hospital wanted to improve both quality and efficiency and created a customer contact team that handled the most incoming calls. Branches proved to be the solution to guarantee the success of this operation.
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