Casa della Salute is one of the Italian private healthcare providers, operating through a rapidly growing network of clinics. It provides a wide range of diagnostic examinations based on the latest technologies.
A Multichannel Self-service Medical Exam Reservation Solution for Healthcare
Patients access the service at any time using the channel of their choice and receive a superb customer experience.
Challenge:
Casa della Salute receives about 30,000 calls per month from its patients who need to make or change a reservation, or simply require information. The existing Contact Center could not cope with the growing number of incoming requests. As a result, customer frustration was increasing due to long queues, and about 20% of the calls were lost.
Solution:
Spitch, together with its partner Dotvocal, have developed a multi-channel solution to automatically manage the reservation process via a voice-enabled IVR, a text and voice bot, or on Facebook. The Spitch/Dotvocal solution recognizes customer intents precisely and reserves the exam based on the availability of the corresponding medical equipment and timeslots, informing the patients accordingly.
Benefits:
- No requests are missed;
- There is virtually no waiting time for customers. If the operator is busy, the call is handled by the automated solution;
- The service is available 24x7x365;
- The operator intervenes only when human competence is needed;
- The customer experience is greatly improved;
- Casa della Salute can streamline internal processes and continue its growth without the need to regularly add and train more operators;
- A self-service system is less prone to errors than human operators.
