Case Study: RedSalud Reduced Contact Centre Operating Expenses by 30% With Genesys

The biggest private healthcare provider in Chile, RedSalud has nine ambulatory clinics, 33 outpatient centres and over 40 dental clinics.

Services are geared around helping people live better for longer, through comprehensive medical and dental care for patients and their families — a mission that relies heavily on the performance of its 500 contact centre agents.

Challenges

“For us, customer experience is all about empathy and caring,” said Juan Neme, Digital Patient Services Manager at RedSalud. “That starts by ensuring a great employee experience. Our contact centres handle nearly 500,000 calls a month – more during the colder months when sickness levels rise.”

With scalability, reliability and cost-efficiency among its essential requirements, RedSalud wanted a digital-first approach with simple system integrations and shorter innovation cycles.

Implementation

Having scouted the market and taken advice, the company decided to replace its previous Avaya technology with the Genesys Cloud platform.

“We knew Genesys was world-class with wonderful, easy-to-turn-on features that could really help us better orchestrate patient journeys,” said Neme. “And because it’s delivered as a cloud service, we could stop worrying about hardware, servers and downtime.”

Results

A phased migration has enabled RedSalud to centralize its contact centres for the first time and deeply integrate its appointment booking and scheduling system with Genesys Cloud.

Equally importantly, users manage inbound, outbound, email and WhatsApp conversations using the same tools through a single user interface for maximum speed and efficiency.

“Our agents have much more data available to them,” said Neme. “So, it’s easier to understand where the customer is in their journey and what’s on their mind.

For example, they might be right at the start — experiencing symptoms and looking for advice or to see a doctor. Or awaiting examination results or requiring surgery.”

“The support we’ve received from Genesys is great,” added Neme. “I feel they care about our business. If we have an issue, they are there for us and want to help.”

The Genesys Cloud platform is also helping RedSalud advance its vision for speedier, more effective customer experience.

For example, it’s gained simple connections leveraging open APIs, plus automated attendant functionality for handling both digital and non-digital contacts.

“Genesys acts as the overall brain orchestrating our incoming calls, emails, messages and third-party chatbot interactions,” said Neme.

“Our patients welcome digital services for basic tasks like appointment scheduling, which we can now offer 24/7 cost effectively.”

These efficiency and experience boosts are helping RedSalud transform the delivery of medical and dental care.

“Our customer satisfaction and NPS scores have improved significantly, thanks to Genesys,” added Neme. “In addition, we’re seeing a 20% increase in unique patient bookings, while our contact centre operating expenses have reduced by 30%.

Cost-cutting was especially important coming out of the pandemic, not least because it frees up money for improving healthcare services.”

The Future

Now, with a progressive digital roadmap and shorter innovation cycles, there are more exciting opportunities on the horizon.

“We see Genesys as the experts in this space,” concluded Neme. “We’re able to learn what other companies are doing and think about the future, rather than how we are going to implement technology.”

This blog post has been re-published by kind permission of Genesys – View the Original Article

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Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

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Author: Genesys
Reviewed by: Jo Robinson