Taking the pain away from mid-call Consults in Healthcare & Dental

Thanks to the constant march of digital transformation, patients are increasingly expecting that healthcare providers serve their needs in a digitalised, convenient manner. In fact, 81% of healthcare executives say the pace of digital transformation for their organization is accelerating, and 93% report that they are innovating with a sense of urgency and call to action this year, according to the Accenture Digital Health Technology Vision 2021 report.

In response to this demand, Solgari is empowering companies in the Healthcare industry to provide their patients with improved services such as patient scheduling, prescription ordering, appointment reminding and online consultation. Our All-Channel Communications Solution arms healthcare providers with ACD (Automated Call Distribution) and Internal Consult features, which can vastly improve their patient scheduling capabilities and overall experience.

The use case follows a patients’ experience as they seek to schedule an urgent appointment to deal with acute tooth pain. Starting with their phone call to the provider’s contact center, the patient selects the service they require and is quickly and automatically routed to the relevant live agent. Having gained the required detail, the agent then uses live chat, mid-call, to consult with a colleague and confirm surgery availability and later returns to the call to corroborate the booking details.

There will always be occasions when Agents do not have every item of detail required to deliver the requested service. Solgari’s 3-way consult features smooth out these gaps by enabling collaborative problem solving to deliver the customer or patients’ optimum outcome. Combined with our continuous innovation in areas including Microsoft Teams, across Healthcare, Financial Services, Manufacturing, Retail and many other industries, Solgari is enabling the firms we work with to take the pain away from Sales, Marketing and Customer Service.

 

 

 

 

 

 

 

 

 

 

 

 

 

Enhancing customer service through automation for Manufacturing

On Friday 14th May, the Solgari team were delighted to speak at the recent Power Apps Bootcamp. Represented by Ben Banks, Head of Technical Pre-Sales, and our CFO, Ed Grant, we were delighted to share our insights with our good friends at Power Community and their community of Microsoft Dynamics 365 experts, enthusiasts, and evangelists. To really drive our message home, we had also prepared a live demo which, thanks to the power of the Solgari platform, we were able to stand-up only an hour before the event began.

Empowering customers, supporting agents

In our engagements with Manufacturers, we’re seeing increased demand to equip end customers with self-service journeys that scale across whatever communication channel they prefer. Automating elements of those journeys – with the constant ability to escalate to live agents as needed – can drive significant efficiency gains and deliver better customer experiences. Agents are freed from repetitive tasks, and can focus on addressing complex customer issues – while those same customers are also empowered to navigate through structured workflows on their own terms.

We’ve included below three extracts from the session to illustrate the power of automation in action, and the benefits of the Solgari solution for Manufacturers:

New Order creation based on inbound Voice call to agent, with automated outbound confirmation SMS:

Enhanced customer service and query resolution via video call between Customer Mobile and Agent Endpoint alongside CRM:

Existing customer submits Re-Order request via two-way automated SMS:

With the increase in online retail in the last 12 months due to Covid-19, buyers have come to expect this level of detail and updates about their orders. Solgari’s automated communication solutions for the Manufacturing industry is simply the logical extension of this into the enterprise / B2B arena – and we are working to realise this opportunity in other industry verticals such as Retail, Government and of course Healthcare (prescription ordering, consultation booking confirmations).

For more information, or to discuss the potential of automated communications for your industry, don’t hesitate to contact:
vincent.kelly@solgari.com
ben.banks@solgari.com