- Company
- Major Healthcare Provider
- Industry
- Healthcare
- Challenge
- Spikes in call volumes and disjointed systems created complex processes, increasing costs and excess manual work, leading to slower, less personalized care.
- Solution
- Empower the team with a unified omnichannel workspace by integrating 3CLogic’s contact center solutions within ServiceNow, improving efficiency, service quality, and profitability.
Company Quote
-
The service desk was able to improve agent efficiency, enhance physician/patient experiences, and reduce annual operating costs by $2 million.
Key Metrics
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Average call wait time decreased from 14 minutes to 44 sections, improving call-to-service by 95%.
Table of contents:
- Meet the leading healthcare provider
- How a siloed healthcare call center negatively impacted service efficiency and outcomes
- The challenges
- The solution
- The results
- Preparing for what’s next with 3CLogic & ServiceNow
- Optimize operations, boost performance, and improve CX for your service desk today
Meet the leading healthcare provider
As part of a long-standing commitment to healthcare innovation and excellence, this major provider is a recognized leader among progressive and prominent medical centers. The organization's vision is to provide remarkable healthcare built on accountability, efficiency, and innovation. Recognizing the importance of personalized experiences, the provider continuously invests in science, service, and social opportunities to optimize healthcare for everyone.
With nearly a million patients served each year and 25,000+ employees and physicians, the healthcare organization continuously strives to provide outstanding engagements for every individual, both internally and externally. However, with a contact center built on legacy infrastructure and operating disparately from its existing (ServiceNow) ticketing system, its ability to provide proactive service was limited, as was delivering quick and convenient experiences to its end-audience. They are not alone. With patients preferring live agent interactions, healthcare contact centers often grapple with high call volumes, outdated and disparate systems, and rising agent burnout and turnover rates. This, in turn, affects overall service quality and increases operational costs.
In its continued commitment to delivering the highest level of care, the healthcare organization embarked on a digital transformation journey, starting with the adoption and implementation of ServiceNow and its Service Operations Workspace (SOW) to streamline back-office workflows and solve common requests from patients and physicians. With a foundational base in place, the organization complemented the investment with the selection and adoption of 3CLogic’s AI-powered Cloud Contact Center offering for ServiceNow to enable a single omnichannel solution designed to deliver fast, convenient, and high-quality service while keeping operational costs under control.
How a siloed healthcare call center negatively impacted service efficiency and outcomes
Prior to adopting 3CLogic’s solutions, the healthcare organization’s service desk relied on a legacy on-premise contact center platform. While on-premise contact center solutions still provide valuable capabilities, they are often complex and require dedicated IT or third-party vendors to support the daily needs of today’s service desks. With perpetual maintenance often requiring yearly disruptive and lengthy upgrades, the ability to make real-time changes to call flows and processes for proactive service is often limited while operational costs remain high.
In this case, the organization’s on-premise contact center lacked any integration to its primary system of record, ServiceNow, reducing its ability to associate incoming calls with relevant contact records and available incident details. With limited automation and visibility into each caller, agents were forced to “swivel-chair” between systems and screens, increasing the manual work required to support each incoming request while impacting the overall speed of service to employees, physicians, and patients in need of assistance. In addition, supervisors were limited in their ability to quickly data mine and analyze service desk performance, making it difficult to quickly adapt and optimize patient experiences based on real-time changes to call volumes, inquiries, and general needs.
With continuously increasing call volumes, agents often became overwhelmed by growing workloads, negatively impacting patient experiences and physician productivity. The healthcare organization realized something had to change to improve processes and performance.
The Challenge
Top challenges
Long employee or patient wait times:
The organization lacked the ability to pre-verify a caller before connecting them with a qualified agent. As a result, wait times could be upwards of 14 minutes as agents manually verified the caller, the intent for the call, if they had any open incidents, etc.
Manual and time-consuming work:
With contact records, incidents, and engagement data scattered across systems, agents spent significant time searching for relevant information across multiple systems, leading to decreased productivity and delayed services.
Lack of self-service to common inquiries:
From a simple appointment reminder to a more complex health concern, all incidents were handled by live agents. As call volumes increased, the inability to deflect repetitive inquiries to prioritize more critical ones often meant incident resolution or patient/physician wait times were negatively impacted.
Inability to quickly adapt to changes:
Due to the siloed platform environment, where back-office workflows and front-office engagements were handled by separate and independent systems, the service desk lacked the ability to proactively make changes to call flows based on real-time events and updates. Optimizing and refining workflows was complicated, leading to physicians and patients receiving delayed updates and information.
The value of integrating a healthcare contact center with ServiceNow
Committed to advancing health without compromise, the organization made the strategic decision to complement its existing investment in ServiceNow with 3CLogic’s purpose-built contact center solutions to seamlessly connect its back-office workflows with its front-office engagements. Enabling a single omnichannel agent and administrative ServiceNow workspace, the organization was empowered to enhance both voice and digital workflows, automate QA processes, enable voice self-service, and enjoy consolidated reporting and analytics. The integration of 3CLogic’s call center capabilities for ServiceNow improved the performance of the service team, making processes and engagements faster and more efficient, resulting in increased service satisfaction among physicians and patients.
The Result
Improvements and benefits from 3CLogic’s Contact Center solutions for ServiceNow
Incorporating several ServiceNow-integrated 3CLogic capabilities, including integrated CTI with Service Operations Workspace (SOW), Text-to-Speech (TTS), SMS, Voicemail Transcriptions, and integration with Performance Analytics, the healthcare leader was able to quickly transform its service desk operations. Notable benefits and highlights included:
4min
average call handle times decreased by approximately 4 minutes
95%
wait time decreased from 14 minutes to 44 seconds, improving call-to-service
$2M
in annual operational cost savings
Consolidated agent workspace:
With 3CLogic’s integrated CTI and screen-pops for ServiceNow SOW, performance and efficiency were improved overnight with automated contextual information automatically provided to agents for each incoming caller in a single, convenient workspace. No more “swivel-charing” between systems and tools to deliver personalized services and care.
Improved call deflection and automation:
To tackle the challenges of high call volumes, the healthcare leader leveraged 3CLogic’s voice self-service options for ServiceNow to deflect and resolve repetitive and time-consuming inquiries. This enabled agents to concentrate on more complex and time-sensitive requests, while the pre-authentication of callers and auto-creation of ServiceNow tickets streamlined the routing and experience of each caller. The addition of automated call transcriptions further reduced post-call manual work to optimize operations. Thanks to 3CLogic, the healthcare organization was able to lower their wait times and improve call-to-service by 95%.
Single reporting and analytical view:
With contact center data and KPIs integrated with ServiceNow reports, wallboards, and Performance Analytics, the healthcare organization is today empowered with valuable insights, including wait times, number of calls, abandoned calls, and active agents – all conveniently available in a single administrative view and associated with ServiceNow events and tickets to easily assess the service desk’s overall performance in real-time.
Enhanced ServiceNow ROI:
Leveraging an integrated contact center solution, purpose-built to complement the existing investment in ServiceNow without introducing duplicative capabilities, the service desk was able to improve agent efficiency, enhance physician/patient experiences, and reduce annual operating costs by $2 million.
Measurable results of 3CLogic and ServiceNow
- Average call wait time decreased from 14 minutes to 44 seconds, improving call-to-service by 95%
- Decrease in average call handle times by approximately 4 minutes
- Annual operational cost savings of $2 Million
- Elimination of agent “swivel-chairing” to maximize agent performance and customer experience
- Intelligent and “express lane” routing of high-priority calls to optimize patient/physician requests and call handling
The Future
Preparing for what’s next with 3CLogic & ServiceNow
The initial impact of 3CLogic’s integrated ServiceNow contact center solution has drastically improved the organization’s contact center efficiency, productivity, cost maintenance, service outcomes, service quality, and ability to deliver personalized experiences at scale.
With a continuous drive to optimize and refine its service and support, the healthcare leader is now exploring additional AI and contact center solutions with 3CLogic to complement and enhance its existing investments, including Conversational AI, SMS authentication, AI Coaching, and Speech Analytics – all designed to help innovate today to adapt for tomorrow.
The organization is also considering investing in 3CLogic’s contact center solutions for its internal employee workflows, which would empower its HR team with the same streamlined processes and benefits.
Optimize operations, boost performance, and improve CX for your service desk today
Eager to discover the benefits of 3CLogic's AI and contact center solutions for ServiceNow? Get in contact with a ServiceNow-certified expert today to see 3CLogic in action.
