Helping a Fortune 500 automate their call-center and driving them towards Customer Success

At A Glance

Care Coaches have to overlook a diverse profile of patients and make sure of their well-being on a daily basis. Our client is a major player in the health information technology sector and caters to many pharma companies. These companies have dedicated call-centers to track the life-cycle of the patients in order to measure the efficacy of the drug and also make the treatment more effective by constant monitoring and reminders. This was a problem because these calls were being done manually and that’s where we stepped in. We helped them enhance their existing processes as such that they were not only able to streamline their operations but also perform analysis of these calls driving them to success.

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When a patient is diagnosed with something, they are assigned care coaches who overlook their treatment. This is especially done in the case of life-threatening diseases like cancer, diabetes, neurological conditions, etc.

Our client caters to the IT infrastructure demands of many pharmaceutical companies and was facing an issue. Once a patient was diagnosed with something and assigned a care coach, these coaches were manually performing the task for monitoring and recording. For example, all calls were being made from their personal phones to the patient. This led to a lack of information for the companies to analyze at a later point for various purposes. Unable to find a solution, our client approached us at this point.

We understood their problem and decided to add on top of the existing call-center platform that our client had rather than building a new one or dividing it into two.

 How does our platform work?

Every morning, when a care coach comes to work and logs into their system to our platform, a list is displayed in front of them. This list has the details of the patients that they need to call today. For placing the call, they can now do it through our platform online by just a click of the call button that is displayed next to the patient’s name.

All the calls are recorded and analyzed later using various algorithms and techniques like the Sentiment Analysis. This helps curate a report of each call and the care coaches can analyze where they need to work for better customer experience.

Our platform has helped in customer retention and improvement in service because of the vigorous monitoring and the ease of use has helped improve the overall productivity of the employees.