This case study in healthcare illustrates how XCALLY, an omnichannel customer care solution, has improved customer service for a leading company in the industry, especially during a very special time for everyone, namely the Covid Pandemic.
Through the use of artificial intelligence systems, XCALLY provided the client with a customized solution to optimize inbound call flow and improve staff efficiency in handling customer inquiries.

Who is the client

The client is a leading medical diagnostic group in Italy and Europe.
It offers a wide range of laboratory medicine services aimed at patients, physicians, clinics and pharmaceutical industries.
With an extensive network of laboratories and polydiagnostic centers of excellence, the client performs more than 35 million tests per year and provides 1.5 million outpatient and imaging services.
Customer centricity and a focus on medical excellence are the hallmarks of this network.

Why did the client contact XCALLY?

The client was looking for a service that would allow more control over the operations of the various call centers and an immediate visualization of their performance.
In fact, there are multiple locations throughout Italy, and each is managed independently.

Client's Needs and Requests

The intent was to optimize the flow of incoming calls, understand the type of customer requests, and how staff could efficiently respond to various user needs.

Objectives and services needed

The goal was to streamline wait times, but also to know which time slots had the most incoming calls (thus increasing staffing during that time frame).
It was also important to analyze in detail the potential for missed calls.
Overall, the need was to have a smooth, sustainable and scalable service available that would be able to provide adequate and quality support.

 

Solution Provided by XCALLY

Using XCALLY, work began on a call center in late 2018 and gradually expanded the service to most of the centers scattered throughout Italy.
A simple standard for message and schedule management was employed.
The ease of the IVR configuration available to operators, the flexibility of the dashboards and the simplicity in the management of analytics and statistics were the strengths offered to the client.
Integration was carried out by our partner, who supported the client in getting the system up and running at their facilities.

Key features of the solution provided

The XCALLY solution provided the client with a multichannel platform that allowed for optimal inbound call management.
The client benefited from a system that was able to interact seamlessly with the company's management system, which was easily integrated with legacy systems, particularly malleable and adaptable to a wide variety of needs.
It also allowed staff to work at home without particular problems, an aspect that proved successful during the most acute phase of the COVID pandemic.
Leveraging the XCALLY platform provided a way to build a multichannel strategy, with even the use of chat bots in some cases.

Achieved results

Over time there was a gradual increase in contacts , and during the first lockdown in 2020 there was a threefold increase in the number of calls received in one day.
Subsequently that result has been maintained over time. As a result, customer inquiries increased by 300% thanks to a system that better managed calls, reduced wait times, and decreased the number of missed calls.  XCALLY provided added value to the company, which was recognized by the customer itself.
The number of operators employed in the call centers has increased significantly over the past four years, and further future implementations are planned.