Customer Experience Transformation – Healthcare Provider – Omnichannel CX Platform
Zervvo enhanced patient experience for a healthcare provider by deploying an AI-powered omnichannel platform, cutting call center costs by 30%.
Challenges
Fragmented patient communication channels
Solutions
Unified CX via Salesforce, RPA
Outcome
30% call center cost drop
About Case study
A mid-size healthcare provider with 3,000 employees operates 50 clinics across the USA, serving 500,000 patients annually. It aims to enhance patient experiences amid rising competition.
Challenges
Fragmented patient communication channels (phone, email, portal) led to a 15% drop in patient satisfaction and a 20% increase in call center costs due to high call volumes. Manual appointment scheduling and follow-ups caused delays, risking patient retention. The provider needed a unified CX solution to improve engagement and reduce costs.
Solutions
Zervvo deployed an omnichannel CX platform:
• Integrated Salesforce Service Cloud to unify phone, email, SMS, and app-based patient interactions, creating a single view of patient journeys.
• Implemented AI-powered chatbots to handle 50% of routine inquiries (e.g., appointment bookings, prescription refills), escalating complex cases to human agents.
• Used RPA to automate appointment scheduling and follow-up reminders, syncing with EHR systems.
• Introduced sentiment analysis to gauge patient feedback in real time, enabling proactive service recovery.
• Trained staff on omnichannel tools, ensuring seamless patient interactions.
Outcomes
Cost Reduction: Lowered call center costs by 30%, saving $1.2M annually.
• Patient Satisfaction: Increased patient NPS by 25 points through faster, personalized service.
• Efficiency: Reduced average handle time by 40%, from 10 to 6 minutes.
• Engagement: Boosted patient portal usage by 50%, enhancing self-service adoption.
• Esperanto Tie-In: Zervvo unified patient touchpoints, bridging communication gaps to deliver a cohesive, human-centric experience globally.
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