Case Studies

Success Story Parc Taulí Hospital

The Parc Taulí Health Corporation is a public entity aimed at providing social and medical support to patients. Their biggest care channel is inbound calling, via Salut en Xarxa.

Challenge

The entity decided to appoint ICR Evolution as their solution provider and asked for a fully omnichannel solution, an in-person service as well as an automated IVR. Overall Salut en Xarxa is actually quite a unique operation that required a personalized service.

Solutions

The architecture of ICR Evolution allows agents to work in a single environment that combines multiple data sources.

The automation of the IVR was a big achievement with the implementation of a front-end application to reroute traffic to other centers, an outbound application for appointment reminders and a feedback collection tool.

Impact

With ICR Evolution, Parc Taulí has been able to improve patient care, with a big impact on call rerouting to other public services. Their complaint management and appointment reminder processes have also been enhanced and they have been able to reduce costs in their 24 hours services.