Client satisfaction is our North Star Metric.
You obtain the insights you need with Impresa CX to create meaningful human experiences and gain lifelong customers.
Impresa CX brings following benefits to our esteemed clients
In savings as a result of reduced contact center usage
The team created a roadmap to roll out multiple sub-projects and engaged external agencies for various services. Project management was kept in-house to ensure quality control and adherence to timelines. Team Abjayon successfully executed the project over 18 months.
BirdEye and Salesforce Marketing Cloud integrated patient data to create an enhanced patient feedback and strategy system. Data was also provided to the NetSuite ERP and BI system to create a comprehensive business management solution stack.
The redesigned solution met all objectives and received high praise from the client team.
Several capabilities were implemented to improve customer experiences, such as real-time information and action prompts provided by agent assistance technology, digital forms, support manager, and kiosk. Quality management and workforce optimization tools reduced front desk workload and offloaded time-consuming administrative tasks.
The system was gradually implemented throughout 2019, becoming fully operational in 2020. The COVID-19 pandemic brought increased attention to the project, and the client organization swiftly transitioned to a “telehealth-first” mode, serving patients smoothly within days. All operations proceeded seamlessly, with providers managing appointments online.
Since the rollout, the percentage of online reservations has increased from 15% to 37% monthly. Telehealth was used without interruption for nearly 50% of appointments during the COVID-19 pandemic. Although the percentage has since decreased to 25%, many patients prefer this care mode.