Enabled a Leading Hospital Chain in East to Attain 75% Revenue Progression Just within a Quarter of Implementing Conneqt’s Best-in-Class Contact Center Services and Solution
To grow in today’s complex and dynamic healthcare Industry, business agility is a critical component. Our client is a leading Hospital Chain in East (West Bengal, Bhubaneshwar in India and Bangladesh). The hospital is rated as top healthcare organisation in the eastern region by AdvaHosp in collaboration with WHO. It’s a centre for training students from the institute of Radiology & Medical Imaging.
The client decided to partner with Conneqt to gain an edge over the competition, deliver superior customer experience to patients and adopt newest technologies to keep pace with the fast-changing business needs.
Challenges
The hospital engaged Conneqt to grow revenues and improve patient care by adopting cutting-edge technology and industry-best practices.
The hospital leadership outlined following requirements at the onset of the engagement:
- The client wanted to have an edge over its competitors in the highly cut-throat Hospital & Healthcare Industry
- Offer the customer immediate and timely services
- Gear up for next phase of growth and automation
- Handle the High Customer Volumes via Voice platform
- Achieve increased revenue for their marketing campaigns
solution
The strategy and solutions we formulated to get the hospital on the road map for success included:
- Introduction of Inbound and Out Bound Desk in Voice
- Effective Capacity Planning by rostering during peak hours and high volume working window (12×7)
- Developed customised CRM to meet hospital’s business requirements to aid better analysis
- Enhanced focus on lead generation
- Introduced Auto Push SMS for doctor appointments, Booking, Scheduling and Location
results
- The Call Abandon rates reduced drastically and stood below 4% resulting in optimised and enhanced utilization
- We established the Contact Center as a revenue generator. We helped the client achieve 75% growth in revenues, just within 3 months of the engagement.
- High Customer Contactability resulted in a higher satisfaction rate
- Enhanced Customer Experience
- Increased Market awareness and presence