Success story
HM Hospitales
Industry:
Healthcare
Location:
Spain
Number of agents:
90
PHONE
HM Hospitales needed to improve its telephone service and integrate the telephony of its entire hospital network.
AGILITY
The client was looking for a robust solution that would allow agile and professional appointment management.
SERVICE
A main goal was to professionalize the service, boost it with technology and, above all, have more control and traceability of calls.
INTEGRATIONS
HM Hospitales had its own systems that had to be integrated into the contact center solution to combine information.
HM Hospitales is a leading patient care group in Spain with more than 19 hospitals across the country. This project relies on a relationship based on trust that has been ongoing since 2017 between us, ICR Evolution, our certified partner trueIT systems and the client.
CHALLENGE
In a context of continued high growth, HM Hospitales was looking to upgrade and integrate the phone systems of all their hospitals into a single system and overall, wanted to improve patient services. They were looking for a robust solution that would allow a professional and agile appointment management process.
They therefore decided to team up with us and trueIT systems, as our software EVOLUTION not only fitted the requirements but also brought additional improvements such as patient data processing prior to routing the call to the best available agent.
SOLUTION
The implementation of the solution was done in phases. Initially the client chose an on-premise solution before moving to a cloud based solution which incorporated WebRTC technology. One of the key critical points was the integration with propietary applications and HM Hospitales were pleased to be able to rely on trusted partners who had plenty of experience in the field.
No longer being dependent on a hardware infrastructure has also meant a great deal to HM Hospitales.
IMPACT
The transparency, quality level of customer support, availability and aligned points of view have been key to the success of the project. At HM Hospitales they feel that trueIT systems and us have a good understanding of their processes which has allowed the contact center to grow with the business with added peace of mind.
The company also appreciates the level of freedom and control granted by our software EVOLUTION as they can monitor everything that happens in the contact center exhaustively, contributing to their patient-centric strategy.
The ICR Evolution software allows for an easy integration with most applications.