We aim to automate all internal processes because manual work hampers both business growth and our margins.
Initially all inbound calls were processed by the call center. An agent manually contacted the patient and switched them to the clinic to make an appointment. This model worked well for a while, but it was not sufficient in terms of the request processing time, agents’ mistakes, and huge overheads if scaled down to one call. It also caused big problems while the business started to grow.
Voximplant was a revelation indeed! Their tools helped us optimise processes we couldn’t automate using traditional methods. Now the clinics are contacted not by an agent, but by a voicebot. Call processing costs 10 times less now and it is 5 times faster! But the main thing is, all problems with numerous appointments have disappeared.
The next step was to automate the quality control. When we collected feedback manually, we could only process up to 400 reviews per month. Now we gather several thousand reviews. It means calling each and every client. It would be impossible to do so manually.