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Success story

Sterling reinforced diagnostics contact center system for quick TAT through DialShree

Amplified SLA Uptime

Reduced Patient Hold Time

Optimized Cost by reusing Existing Resources

Call Handling Efficiency by Lab Staff

Overview

Sterling Accuris Wellness Pvt. Ltd is one of the fastest – growing chains of NABL accredited pathology laboratories in Gujarat, offering an elaborated test menu of more than 2000+ tests.

We are pleased to provide easily accessible telephony and collaborative infrastructure required by diagnostic center, delivering handy tools for resilient communication between patients and Lab staff, to fight crucial circumstances.

Challenges

Challenges faced with the traditional system

Having doctors specialized in varied 63 areas, Sterling Accuris Wellness Pvt. Ltd being one of the most trusted healthcare partners, used to compromise rapid responsiveness to patients majorly due to call-drops; as the legacy system was not meeting the demand of bulk incoming inquiry calls.

  • Conventional platform with no track on missing calls & lab staff communication quality
  • Lack of handling emergency dispatch of patient’s requirement during critical situations
  • No integrated platform between CRM and calling solution
  • Lack of unified communication platform to facilitate seamless patient service
  • No patient journey access during live call to add value to communication
Solutions

DialShree healthcare contact center solution to Sterling Lab

To provide a backbone of the communication system for making streamlined inbound and outbound callings along with integrated CRM support, omnichannel optimisation and existent resources utilisation.

Frictionless call queue management with IVRS

Dialshree enhanced patient experience by imperative bulk call queue management through multilevel IVRS which has dynamic features like MOH, EWT and intelligent call routings. This virtual queue management makes sure hassle free patient journey to lab representatives for superior patient service & satisfaction.

Leveraging Omnichannel for Better Patient Communication

Being in the crucial medical emergency sector, Sterling aims to cover all the possible communication touchpoints for better patient experience; driving campaigns for patient feedback, follow-ups, appointment bookings; lab reports push with most prominent channels like SMS & Email. Sterling leveraged SMS platform for pushing periodic COVID-19 precautions as well as safety guidelines published by the Health ministry.

Ensuring No Patient Missed with Missed Call Panel

Missed Call Panel helped to track dropped calls & made call back simpler with Click2Call, DialShree integration with Diagnostic Center CRM made patient journey & history access hassle free & quick; 3-way call transfer, live call transfer helped to bridge internal diagnostic team

Reutilizing Conventional Resources

Elision upgraded & turned conventional communication channel into a comprehensive calling platform by integrating ePBX & call center solution; utilizing existing infrastructure helped hospital in cost optimization as well as achieving better patient TAT.

Functional Environment of offered solution

We have provided multiple customized solutions to Sterling Pathology Laboratory. The Functional environment of the complete system is as follows.

17 Agent Seats

1 location

Sangoma 2 Port PRI cards

The system provisioned at the diagnostics center is excellent and feature-rich. It has increased productivity by 100%,which is remarkable. The software has registered 100% uptime. We are extremely happy with the overall experience delivered by the team Elision.
Chirag Barot
Sterling Accuris Diagnostics

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