Challenge

An extensive integrated health system with multiple hospitals, nursing colleges, digital health and more was struggling with knowledge management challenges and inaccessible data for reporting, as well as disparate technology across its system. With leadership in customer relationship management (CRM) for the healthcare sector, as well as a track record in improving first contact resolution rates for previous healthcare clients, TTEC Digital was an ideal choice to build this client an optimized agent desktop.

Solution

TTEC Digital used deep CX strategy and technology expertise to bring this client’s wide-ranging systems — from their electronic health record system, to CRM, to workforce management system and more — together under a single pane of glass. The business case for this work was accelerated by the findings of a CX-led onsite workshop from TTEC Digital, as well as a detailed value analysis delivered by the team.

Results

Based on the business value analysis, this client expects to see outcomes like:

• Net benefits of $18.7M over 5 years
• 349% ROI
• 20-45 seconds saved on post-call notetaking using summarization and generative AI
• 60-90 seconds saved with automated appointment scheduling
• Patient CSAT to increase, with 360-degree view of patient enabling better personalization and context availability across providers