SingleComm Case Study
A healthy work environment–and bottom line–for Kaweah Health System
The situation
Honored by Healthgrades as one of the country’s best hospitals, Kaweah Health System is the largest hospital in the region. The renowned healthcare provider came to SingleComm with prescriptive instructions: provide a phone system that enables both exceptional patient communications and optimal staffing efficiencies.
The challenge
The eight-campus healthcare district has a caring staff that serves patients both on-location and remotely. With a varied work environment and busy schedules, Kaweah Health found it challenging to carve out the time and resources to monitor staff performance and improve patient collaboration and communication.
The cure? SingleComm, the industry’s most powerful, affordable contact center platform.
Customized, robust IVR solution.
The solution
SingleComm’s all-in-one software reduced hold times ten times and cut abandonment rate by 80%. These changes not only eliminated wasted time on phones, but also delivered a more positive patient experience.
The comprehensive contact system also enabled call monitoring via an easy-to-use dashboard. This oversight revealed staff activities, break duration, time logged on each call, patient interactions, and more.
Remote staff monitoring for
WFH agents
Better customer interactions and lower overhead
The result
Employee monitoring, in concert with improved hold time and fewer abandoned calls, yielded better service, more effective time use, and greater confidence in WFH staff. This not only helps Kaweah improve patient care, but also save on overhead staffing costs.
Need a healthy alternative to your contact center solution? Discover how SingleComm’s customizable, omnichannel platform saves time and money, while improving customer satisfaction.
10x Reduced hold time
80% Reduced abandonment rate
Need a healthy alternative to your contact center solution?
Discover how SingleComm’s customizable, omnichannel platform saves time and money, while improving customer satisfaction.