customer stories
Treating patients as consumers to offer a more consistent, personalized experience.
USE CASE
Digital transformation
INDUSTRY
Healthcare & Life Sciences
INTEGRATION
Epic EHR
KEY METRIC
↓ Abandonment rate
↑ Service level
↓ Average speed to answer
↓ Average handle time
Memorial Healthcare System is one of the largest public healthcare systems in the United States, and a leader in providing high-quality healthcare services to the residents of South Florida. Memorial Healthcare’s patient, physician, and employee satisfaction rates are some of the most admired in the country, and the system is recognized as a national leader in quality healthcare.
"…Talkdesk creates more consistency in how we deliver services. We will continue to see progress because we plan to leverage the Talkdesk Healthcare Experience Cloud and omnichannel capabilities within Talkdesk… With Talkdesk by our side, we have the data and reporting capabilities we need to learn and improve in real time. We have a birds-eye view of our CX efforts across teams, which we were missing in our prior system."
Jeff Sturman Senior Vice President & Chief Digital Officer, Memorial Healthcare System
Hear how Talkdesk delivered for Memorial Health.
Memorial Healthcare System (MHS) needed to restructure their call center, improve caller experience, and achieve their five-year goal for a digital front door. MHS operated 12 separate on-premise contact centers—each having separate owners, processes, and with little to no integration. Talkdesk was a natural solution with its Epic EHR integration. After going live within a month, Talkdesk automated caller identification and offered a more comprehensive view of callers for agents. Callers enjoy a less frustrating and more personalized call experience because agents have a head start with patient records in a streamlined desktop view. Agents don’t have to ask callers for the same questions or information they’ve already given through the interactive voice response (IVR).
"In less than a year, Talkdesk has changed our outdated call center to a modern cloud experience that identifies actionable insights. We have consolidated 12 call centers into one Patient Access Center, and since February 2021, we've seen huge gains in key metrics: cut our initial abandonment rate by 3X, increased our service level by 30%, and seen improvements in other areas, including average speed to answer, average handle time, and IVR optimization (time to queue). Historically, we couldn't measure anything, and now we're measuring everything."
Jeff Sturman Senior Vice President & Chief Digital Officer, Memorial Healthcare System
