A state civic body manages all the government hospitals within its jurisdiction.
Business Challenge
• The Civic body was experiencing an increased volume of customers calling their helpline number to enquire about availability of beds, oxygen, ambulances, and about the status of patients. They also called to schedule consultations with doctors • The Civic Body had many customers constantly calling their helpline to schedule consultations with doctors and enquire about: - Availability of Beds - Oxygen - Ambulances - Status of Patients • Due to these large call volumes, the wait time for patients and their family members to get information had increased exponentially • Since many of the calls were to inquire about time-sensitive information, managing all the queries while reducing the wait time became the need of the hour
Our Solution
For this, we helped them set up a virtual call center with our Cloud Telephony solution and provided a Toll-free number with IVR, to automatically direct patients to the right department
Business Impact
• This solution helped the civic body efficiently handle their increasing volume of calls and gave patients and family members the information they needed, within a fraction of the time. This included the availability of Hospital Beds, Oxygen, Ambulance, Home Isolation Medication, and more • This solution helped the Civic Body efficiently handle and organise their increasing volume of calls • More importantly, it helped patients and family members quickly access the information they needed. This access included the availability of Hospital Beds, Oxygen, Ambulances, Home Isolation Medication, and more • Patients in distress could immediately access services like Doctor-on-Call, Ambulance-on-Call and more, through this emergency helpline number • With this solution, patients could easily book beds, schedule consultations, receive critical medication alerts, plan routine check-ups, and so much more
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