A recognized national behavioral healthcare organization was looking to replace their UCaaS and CX platform to better serve their patients and gain internal efficiencies. Over the course of just a few months, this opportunity moved from initial conversations to implementation of a new solution across their 40+ locations. Our dedicated National CX/AI Director was a key part of the discussions, helping to bring the right Provider options to the table that would help address the client’s specific needs. In the end, they chose a Provider who was able to integrate with their existing solutions and add key messaging functionality to their teams, with the added bonus of overall cost savings. This new UCaaS and CX platform implementation allowed them to transform the way they interact with their patients and improve the efficiency of their internal teams.

Customer Profile:

  • National Healthcare Provider
  • 40+ locations
  • HIPAA and PCI compliance requirements
  • 950+ UCaaS seats and 200+ CX seats

Objective:

This project was focused on solving three key challenges that the healthcare organization was experiencing with their current UCaaS & CX solution:

  1. Their existing platform could not effectively integrate to their existing technology stack, resulting in missing analytics for their internal teams
  2. They needed to send 1:1 text messages to their patients to provide more effective care
  3. The customer was not happy with the cost structure of their existing platform and were looking for a more cost-eective solution.

Discovery:

This project required input from both the IT team and the Patient Care team at the organization. After an initial discovery call with their IT team, our dedicated National CX/AI Director recognized the need to bring the Patient Care team into the conversations to effectively understand all of the business requirements and pain points across the entire organization. With this expanded discovery with all stakeholders involved complete, our National CX/AI Director helped identify 4 Provider options for consideration based on their requirements. Each Provider subsequently engaged in a detailed demo with the customer’s team.

Solution:

After engaging the 4 recommended options, the Service Provider ultimately won the deal by clearly demonstrating their ability to solve the organization’s specific challenges. The Provider built full confidence with the healthcare organization by engaging in a proof of concept to prove out the integrations and capabilities. The resulting UCaaS and CX solutions provided seamless integration with their existing systems, added key SMS functionality to improve patient care, and increased internal efficiencies through accurate analytics. By engaging all key stakeholders early in the process, strong advocacy from the head of the Patient Services team, and an excellent experience during the proof of concept, this sales cycle was both smooth and fast, closing in a
matter of weeks after the initial engagement.

Customer Gain:

  • Effective integration with their internal CRM to surface accurate analytics for their teams
  • Added texting functionality to create a more seamless experience for their patients
  • Roughly 5% overall cost savings