In the Life Sciences and Healthcare industry, the quest for innovation and patient-centric solutions has always been the priority.
This case study shows how Craftware implemented Salesforce Service Cloud Voice. This modern CTI solution integrates telephony, digital channels, and CRM data into a unified contact centre environment at the world leader in the industry. Designed to increase user engagement and accessibility of the patient-facing application, the project exemplifies the power of leveraging cloud-based technologies to deliver immediate, measurable improvements in patient experience and healthcare outcomes.
Service Cloud Voice and voice recognition for patient interaction can offer a highly efficient and user-friendly environment. Voice recognition helps understand patient queries in real time, and Service Cloud Voice provides the agent with immediate access to the patient’s medical history, treatment options, and other pertinent data.
A global healthcare leader in pharmaceuticals and diagnostics, specialising in various therapeutic areas, including oncology, immunology, and infectious diseases. Founded in Europe in the late 19th century, the company has a long-standing commitment to innovation and research, with multiple research and development centres around the world. The company employs over 90,000 professionals across more than 100 countries, making it one of the largest employers in the healthcare industry. As a pioneer in personalised healthcare solutions, the organisation is at the forefront of developing targeted treatments and diagnostics that significantly improve patients’ lives.
The project aimed to increase patients’ satisfaction with using an app that supports the treatment of multiple sclerosis and eye diseases. The customer wanted to provide extra services that were out of their offer so far; therefore, the system was built from scratch.
The requirement was to provide a solution that would ensure easy contact for patients and always be able to register and deliver the patient’s request in specific cases, e.g. when call centre employees are not working or during weekends or bank holidays.
One of the most significant challenges during the implementation was time. The customer cared for a quick system launch and agents’ onboarding (call centre employees who support app users, meaning patients).
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Increase patients' satisfaction
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Easy-to-use application
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Ongoing assistance
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Increase the effectiveness of the applied therapy
Together with the customer, Craftware decided to implement Service Cloud Voice – a modern CTI solution combining data from phones, digital channels, and CRM to a unified Contact Center environment. The main areas of the Service Cloud Voice implementation concerned support in using the app helpful in treating multiple sclerosis and eye diseases.
Most of the work was carried out based on out-of-box solutions. Additionally, voicemail was set up as part of the project. The requirement included the ability to record the patient’s request in certain cases, for example, when call centre employees do not work (weekends, holidays). Then, the recording is sent to Amazon, its transcript to Service Cloud Voice, and the request is saved in Salesforce as a case. Thanks to that, not even one request is missed, and call centre employees can access saved cases in one place.
Call Center employees (agents) help patients install and set up the app. They also answer all the questions about the app’s functioning and use. The implementation was created within the validated system.
The first phase of the implementation included users (agents and patients) in the selected states of the USA and Finland. The system was implemented across the USA and in certain European countries: Austria, Switzerland (support in two languages, French and German), Germany, Spain, Italy, Portugal, Great Britain, and the APAC region (Australia). The implementation was also conducted in Brazil (South America).
The system is still being developed for new markets.
Implementing Service Cloud Voice offers a transformative edge in managing customer interactions, particularly in specialised fields like healthcare applications for patients with a long-lasting and often tedious treatment process. This modern CTI solution creates a robust contact centre environment that streamlines workflows and enhances service quality by integrating telephony with digital channels and CRM data. Agents can access real-time customer information and case histories at their fingertips, significantly reducing time spent on data gathering. This efficiency allows them to focus on solving medical queries and offering targeted advice, increasing patient satisfaction.
Moreover, the system’s data analytics capabilities provide actionable insights into patient needs and agent performance, enabling continuous improvement and resource optimisation.
Service Cloud Voice amplifies operational effectiveness while delivering a superior, personalised patient experience.
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Increased Patient Satisfaction
The system’s efficiency allows agents to resolve issues more quickly and accurately, boosting patient satisfaction.
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Enhanced Service Quality
Real-time access to patient profiles and case histories equips agents with the tools to provide immediate and precise support. This is particularly valuable in healthcare sectors, such as treatments for multiple sclerosis and eye diseases, where timely and accurate information is crucial.
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Streamlined Workflows
Agents can manage multiple tasks from a single interface by centralising telephony, digital channels, and CRM data. This cuts down on toggling between different platforms, making operations more efficient.
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Improved Agent Productivity
With essential data readily available, agents can focus more on problem-solving and less on administrative tasks, increasing their productivity and job satisfaction.
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Personalised Patient Experience
With comprehensive customer data, agents can tailor their interactions to individual needs and preferences, enhancing the patient’s experience and increasing the likelihood of successful treatment outcomes.
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Data Analytics and Insights
Built-in analytics tools offer a granular look at patient interactions and agent performance. This data is invaluable for identifying areas for improvement and making data-driven decisions to optimise resources.
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Resource Optimisation
By leveraging analytics and real-time information, managers can allocate resources more effectively, ensuring that agents are utilised to their full potential.
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Continuous Improvement
The analytics capabilities provide a feedback loop for constantly refining patient service strategies, enabling the company to adapt to changing needs and expectations.
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