Largest Healthcare Services Group in Singapore

Solution provides for a common platform for IVR based Self-Service application including Appointment Management, Clinic Hours, Insurance & Medical Claims, Promotion Campaigns etc. for the largest healthcare group in Singapore, offering a complete range of multi-disciplinary and integrated medical care through our network of 2 hospitals, 5 National Specialty Centres and 9 Polyclinics.

Challenges/Opportunities

Standalone & separate CC infrastructure of each Government owned Hospital / Specialty Clinic

Customer experience inconsistent across all hospitals and specialty Clinics

High infrastructure (capex) and Maintenance Cost (opex) when consolidated across government owned hospitals and specialty clinics

High cost of service, poor caller service (owing to the absence of self-service system)

Low agent morale handling disgruntled, frustrated customers and more call volume on standard inquiries

Benefits/Outcome

Consistency – With a unified call flow, callers that have appointments across different institutions will only need to get used to a common IVR to get the information they need

Efficiency – Allows for a single point of integration with OAS, eliminating the need for replication of similar efforts

Flexibility – Ease of modification of call flows via a single point, without affecting the operations of the individual call centers

Cost Effectiveness – Beefing up resiliency only needs to be done on a single system instead of multiple systems, resources can be shared in times when usage fluctuates

“Architecture can be extended to support self-service across multiple channels, integrate with core systems, clinical information to provide 360 degree view patient via unified agent desktop”

“The new architecture has helped lower the initial capital expenditure as well as reduced the opex requirement year on year basis”

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Video KYC

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Multi-Channel Virtual Assist

Secure Work from home

Video KYC

Video Teller Machines & Kiosks

Mutli-Channel Virtual Assist

Board of directors

Leadership

Secure Work from home

Video KYC

Video Teller Machines & Kiosks

Multi-Channel Virtual Assist

Secure Work from home

Video KYC

Video Teller Machines & Kiosks

Mutli-Channel Virtual Assist

Board of directors

Leadership

Secure Work from home

Video KYC

Video Teller Machines & Kiosks

Multi-Channel Virtual Assist

Secure Work from home

Video KYC

Video Teller Machines & Kiosks

Mutli-Channel Virtual Assist

Board of directors

Leadership

Challenges/Opportunities

Standalone & separate CC infrastructure of each Government owned Hospital / Specialty Clinic

Customer experience inconsistent across all hospitals and specialty Clinics

High infrastructure (capex) and Maintenance Cost (opex) when consolidated across government owned hospitals and specialty clinics

High cost of service, poor caller service (owing to the absence of self-service system)

Low agent morale handling disgruntled, frustrated customers and more call volume on standard inquiries

Benefits/Outcome

Consistency – With a unified call flow, callers that have appointments across different institutions will only need to get used to a common IVR to get the information they need

Efficiency – Allows for a single point of integration with OAS, eliminating the need for replication of similar efforts

Flexibility – Ease of modification of call flows via a single point, without affecting the operations of the individual call centers

Cost Effectiveness – Beefing up resiliency only needs to be done on a single system instead of multiple systems, resources can be shared in times when usage fluctuates

“Architecture can be extended to support self-service across multiple channels, integrate with core systems, clinical information to provide 360 degree view patient via unified agent desktop”

“The new architecture has helped lower the initial capital expenditure as well as reduced the opex requirement year on year basis”

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