by Ashvin Asava, Vice President of Sales
February 15, 2021
You must have caught our recent announcement on the SpinSci Vaccine Distribution Response (VDR) solution. In addition to the VDR, I’m including some tips and tricks for health systems to consider on how to best deliver the optimal Customer Experience (CX) to their patients.
In case you missed it, here is what is included in the SpinSci VDR, a turnkey virtual collaboration solution designed to manage any vaccine administration process:
- A ready to use Secure Cloud hosted Integrated Voice Response (IVR) system with zero on premises set-up required
- An FAQ specifically designed for Covid-19 related questions with the ability to triage calls and deliver to a call center agent if necessary
- A self-service IVR solution for Covid-19 vaccination qualification and scheduling
- Intelligent call center agent routing based on Covid-19 vaccine criteria and electronic medical records of the patient
- A proactive engagement solution for follow-up vaccination reminders along with Epic MyChart registration and check-in
Beyond the SpinSci VDR, here are some tips that I would like to offer for the health-care providers consider:
4) Self-service via IVR trees. Let’s make sure you tune your IVRs to best handle the call volume and streamline overall customer interactions. From COVID-19 testing to vaccine inquiries, we now have multiple key data points that can enable you to deliver factual and meaningful information to customers.
3) We’ve all heard about call back features. When volumes are heavy customers can queue their request for the system to call back when an agent is available. Unfortunately, the customer may not be available at that time. So deploy a Scheduled Customer Call back feature in which the customer indicates when the agent can call them back. This is a very efficient way to make sure both the customer and you are available at the same time. It may seem like a minor feature, but it can go a long way in improving customer experience.
2) Real-time pro-active engagement. Engage your customers before they engage you and more importantly before your competition engages them. It is important that you engage customers based on clear criteria that you can use based on information in the EHR (Electronic Health Record).
1) Unfortunately, vaccines cannot be administered virtually. People have to physically visit your premises to receive the shot. So be prepared for mass check-ins with capabilities that help avoid crowded waiting rooms such as curbside or virtual check-in.
As I stated, we’re passionate about customer experience and are always looking to innovate. Let’s be your partner in this journey as you work your way through an influx of call volume during this hopefully last leg of the pandemic. Give me a shout at 972-358-6547 or drop me an email at firstname.lastname@example.org