DocDoc
Voximplant tools enable DocDoc.ru to enroll patients without manual processing. Voximplant voicebots call clinic agents to ensure that the doctors are free at the given time and transfer information required for the appointment. They also collect patients’ feedback an hour after the visit.
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.
DocDoc sends appointment requests to Voximplant automatically. Then Voximplant Platform calls the clinic and transfers all the required information: doctor, date and time, client’s name, date of birth, phone number.
The bot receives the agent’s answer and sends the result to DocDoc. The service informs the client about a successful appointment. The bot’s call to the clinic is recorded. An hour after the visit the client receives a call from the bot with a request to share feedback. Voximplant records the answer and sends it to DocDoc.
Control. Call recording helps to settle arguments with clinics.
Effectiveness. DocDoc receives feedback from 100% of clients.
Scalability. Automation enables you to drastically increase the amount of partners and clients.
Automated appointment booking DocDoc is a service for search and selection of doctors. It helps to promptly find a good professional and book an appointment with them. It also allows customers to see clinics’ and doctors’ work more transparently. To do that DocDoc.ru created a database of doctors. It collects clients' feedback and publishes it on their website. Detailed information about a specialist (their experience, qualification, specialisation, schedule and clients’ reviews) forms their rating.
2020 was a time of robust growth for many online services, including Skyeng online school – the volume of inbound and outbound communication doubled. Thanks to the HTTP-integration of the Skyeng CRM system with Voximplant Kit it was possible to maintain communication with each customer without incurring major call center costs at increased loads. All numbers in the case study are relevant for October'20.
Sentry Health used basic telephony to route incoming patient calls in the process of scheduling doctor's appointments, reminding patients of the appointments, and setting up outbound appointment reminder notifications. To facilitate communication between patients and clinic coordinators, the company uses IVR to switch callers to the proper department of the clinic, as well as speech synthesis if the patient would like to leave a message.
Mindy, an online psychological counseling service, rolled out automatic voice notifications for clients who have pre-selected a call as a way to remind them of an upcoming appointment. Using the Voximplant solution, the platform automatically lets customers know about an upcoming session 10 minutes before it starts.
