Appointment booking efficiency through centralized model and client CRM
HGS adopted a model that centralized all the units and centers of the hospital chain to drive better resolution and efficacy. The newly centralized model directed all customer calls to an HGS operated appointment desk. HGS applied a phased approach for the onboarding process to build trust and ensure smooth transition. The first phase was on-boarded in March 2017 with more units added every month, and the onboarding process was completed in 5 months. Due to the phased onboarding approach, the call volumes were initially low, but once the onboarding process was completed, the volumes increased in relation to the initial numbers.
The CRM suite was used to store doctors’ information, for appointment booking, rescheduling, and cancellation. Customer calls from all numbers were routed to HGS, enabling a single point of interaction, which helped in ruling out overlaps and information accuracy issues. HGS deployed the CRM to ensure that all the relevant customer data was hosted on one platform.