🛠️ Challenges:

• Increased demand for appointment management in ophthalmology services due to a rise in eye diseases among the Colombian population.
• Urgency to improve operational efficiency and the quality of care to address patient needs affected by long wait times, misinformation, complicated procedures, and lack of empathy, resulting in complaints and PQRs.
• Competition in a saturated market with other clinics and private visual health service providers.

💡 Solution:

Through ITBX, Clínica Ocular implemented a series of actions with the support of services and technologies to tackle these challenges:

• Deployment of an intelligent Virtual PBX and Call Center Cloud platform capable of handling large volumes of calls with top-quality and stability for telephone support, allowing patients to address their requests more easily and effectively.
• Automation in appointment management using Voice Bot and Chat Bot for scheduling, confirmation, and cancellation of ophthalmology services via the instant messaging app WhatsApp.
• Management of special or priority requests through the Chat Center platform (Multi-agent WhatsApp) for patients requiring medical authorizations or needing human assistance, allowing for transfer to the appropriate department.
• Implementation of new tools such as SMS, Call Blasting, and HSM, enabling the clinic to be available on the channels where patients are present and to send appointment reminders or relevant information.

🎯 Results:

• Increased patient satisfaction as human agents are now dedicated solely to truly essential tasks requiring empathy and special attention, achieving higher effectiveness.
• Measurement and reporting of all channels, interactions, and patient surveys for analysis, resolution of PQRs, and real-time decision-making.
• More than 500 successful daily appointments for optometry without human agent assistance.
• Recognition of Clínica Ocular as a leader in visual health, with a steadily growing patient base and a strong industry reputation.

🌟 Testimonial:

““ITBX is a strategic ally in our operations and in the comprehensive care of our patients.”“.

ITBX's success story with Clínica Ocular highlights the positive impact of ITBX’s advanced tools and solutions and how they can directly improve the quality of life for patients in the healthcare sector. At ITBX, we remain committed to developing technology that enables our clients to provide memorable service experiences to their patients.

👉 If you are interested in how we can make this a reality for your company, contact us to receive a consultation with our team of experts.