The digitization of health care and health-related processes also brings with it an increasing complexity of patient needs that requires innovative and flexible solutions. This case study analyzes the collaboration between XCALLY and NetValue in a project created for a major healthcare company, which sought strategic support to improve its medical care through the implementation of the XCALLY solution. We will explore the specific needs of the client, the solutions implemented by NetValue, and the results achieved, demonstrating how this partnership led to a significant improvement in the quality of healthcare provided.
Who is the client company
Netvalue, a partner of XCALLY, implemented a solution based on the XCALLY Motion solution for a company belonging to a large international group, which specializes in outsourcing medical care services with a special focus on the pharmaceutical and biopharmaceutical sector.
Thanks to strong technical skills and a constant attention to service quality, the company stands out in the market for its ability to provide effective solutions for the management of patients with serious and/or chronic diseases. For this reason therefore it needed an advanced system for the management of specialist patient care.
What were the client’s needs?
The client contacted XCALLY’s partner, NetValue, to be able to manage and optimize communication with its patients across multiple contact channels (telephone or SMS).
For what reason did the company contact XCALLY?
The client approached NetValue with the intent of developing a 24/7 operational service. This new system was to allow users to request assistance via phone or SMS, while providing operational flexibility and smooth integration with CRM and other management applications.
What were their needs?
It was essential to implement a solution that could ensure continuity of care, reduce hospital access, and improve treatment adherence. In addition, it was essential to be able to record telephone communications for documentation and regulatory compliance purposes, as well as monitor service performance in real time through customized dashboards.
What services were needed and what were the goals set?
The Client needed a complex and integrated system that could support the management of support requests, ensuring quick and accurate responses, as well as an overall improvement in the quality of support.
What has been accomplished through XCALLY?
NetValue has developed a solution based on the XCALLY omnichannel system, fully managed in the cloud, addressing operational aspects from technical support to application integration and customization. XCALLY’s technology made the service extremely flexible, allowing operators to work on a schedule and on-call basis, regardless of their location. In addition, integration with Salesforce (CRM) and other management software has ensured streamlined processes and immediate access to vital information.
The results achieved
The results achieved testify to the success of the project, demonstrating the effectiveness of the implemented solution.
The operations center handles more than 60,000 patient inquiries per year, with a team of 20 trained operators.
The service supports more than 13,000 patients, 1,000 physicians and 250 medical care centers, highlighting its broad reach.
Key benefits include:
- Reducing hospital admissions for frail patients.
- Home care continuity (drug delivery).
- Improving therapeutic adherence.
- Increased patient autonomy in therapy and device management.
- Facilitation of device replacement, contributing to significant improvement in patients’ quality of life.
Conclusion
Thanks to this synergy with XCALLY, NetValue has not only achieved but exceeded its initial goals, thus supporting the client in consolidating its position as a leader in the medical care industry.
