Multilevel IVR System
To automatically attend all incoming calls to fetch data of the patient or customer even if the call gets disconnected before reaching the patient care executive. It helps in contacting missed and abandoned calls.
success story
CIMS Hospital Increased Customer Satisfaction and Got Higher Control with Our Unified Solutions
Better emergency handling
Enhanced patient experience
Improved internal communication
Improved patient service
Overview
CIMS is one of the award-winning, multispecialty hospitals in India. It provides 24 x 7 healthcare services to patients.
We are happy to have an opportunity to furnish the communication tools required by the hospitals, using which the hospitals can attend patients & emegency calls 365 days, 24 hours a day.
Challenges
Challenges faced with Legacy System
CIMS used to use a traditional system, which required staff to handle all operations manually. It causes multiple challenges.
- No way to track dropped and abandoned calls.
- No way to monitor Quality of Service (QoS) as the real time call monitoring system was missing.
- Very slow operations that used to hamper the team productivity.
- Lack of formal script made each conversation different than the past conversions, which conflicts with the brand aim to position uniformity in all interactions with the patient.
PRODUCTS & SERVICES
Our Solution to CIMS Multilevel IVR System
With our end to end patient care & emergency alert solution, we helped CIMS to keep their commitment & serve their patients seamlessly.
Omnichannel Patient Care Solution
An omnichannel call center solution is developed for enriched patient communication with the CIMS hospital team via any of the unified communication channels. Automation in multiple jobs like auto dialing, automated callback scheduling, etc. saves time of patient care executives, so that can be invested in handling more patient calls. Other features like call script, live call monitoring, reports, etc. to fill the missing part in the hospital communication system.
IP PBX
To empower internal communication and keep logs of all staff conversations for quality check and to assure fair usage of communication resources. It also helps in reducing internal communication costs.
Code Blue: Emergency Alert System
To automate and speed up the process of contacting medical, or any other emergency teams via an SMS and a voice call in case of emergencies.
Notable Services: Integrations
To reuse the existing communication infrastructure of CIMS, our team integrated their existing ePBX, FXO devices, hard phones, SIM cards, and FTC cards with our advanced healthcare communication tools.
Functional Environment of offered Solutions
We have provisioned multiple solutions to the CIMS hospital. The functional environment of the complete system is as below
12 Agent seats
2000 Extensions
1 Location
Sangoma 2 Port PRI cards
It has provided all features we were looking for to improve our customer services. Our customers are extremely happy with our services after the implementation of DialShree.All patients get an easier and more professional way to reach out to our customer care team to get resolutions related to any queries they may have. The emergency alert system is exceptional in handling emergency cases. All in all, we have received an ideal communication and collaboration solution for our hospital.
Mr. Kishore Gojiya
Associate Head - IT
Associate Head - IT
WORK
Success Stories
Several other hospitals, pharmacies, etc. provide better patient care and save more lives using our unified communication tools for the healthcare industry.
Healthcare industry is all about serving patients best in the crunch moments, and our communication tools are designed to fulfill all industry needs.
View AllOur comprehensive Omnichannel Call Center Solution is fit for all your business needs!
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