Case Study

Healthcare at Home Boosts Call and Order Efficiency with TKDialogs Integration

Overview: 
Healthcare at Home, a leading provider of home-based healthcare services, needed a solution which would improve the efficiency of their customer service operations, this would encompass both outbound calls and order raising processes. The company embarked on a phased initiative using TKDialogs to streamline workflows and ensure seamless interactions between its CRM and Sage systems. This project helped Healthcare at Home achieve faster call handling, improved their data accuracy, and minimised manual tasks.

Challenge: 
Healthcare at Home faced challenges with lengthy and inconsistent outbound call processes that required multiple manual data checks and a number of system interactions, leading to inefficiencies and potential errors. Additionally, their order process was cumbersome, requiring agents to switch between CRM and Sage, resulting in time-consuming double-keying and synchronisation delays. The company sought a solution that would automate these processes, increase data accuracy, and improve customer service efficiency.

Solution: 
TKDialogs provided a phased approach to resolving the challenges that Healthcare at Home were faced with. The first phase focused on streamlining outbound calls, creating a simplified user interface for agents that consolidated all the information they needed to capture into a single view. This phase eliminated the need for manual data checks and minimised the time spent on repetitive manual tasks like generating patient reminders and 'no contact' letters.

The second phase enables them to automate the order process by integrating TKDialogs with their Sage solution. This allowed agents to confirm delivery requirements and raise orders directly within the same system, eliminating the need to switch between applications or double-key data. The solution also significantly improved data quality and further standardised processes, laying the groundwork for future enhancements.

Outcome: 
The phased implementation of TKDialogs resulted in significant improvements for Healthcare at Home. Call processing times were reduced, system navigation became more efficient, they saw a marked improvement in the quality of data entry, as well as eliminating both manual errors and redundant tasks. The success of the first two phases paved the way for a third phase, focusing on transforming prescription processes, bringing the company closer to its vision of adopting e-prescribing. Feedback has been very positive, with all key performance indicators met.