CUSTOMER

From siloed workspaces to one, unified CTI interface to handle patient queries - Girik CTI unified the healthcare experience for both agents, nursing staff, and patients by seamlessly integrating Salesforce with Girik CTI.

KEY IMPACT

The Challenge

The client was using Salesforce to centralize all of the EMREHR records, facilitating quick access for healthcare agents. However, there was still a crucial element missing from this unified setup of healthcare records - a communication layer to manage patient interactions.

Instead of managing those critical interactions within Salesforce, the healthcare agents were using a completely siloed phone system to engage with patients. The disconnect between the two applications led to inefficiencies as agents had to constantly switch between applications, resulting in delays in resolving calls and potentially impacting patient care.

The Solution

To speed up call handling and streamline workflows, the client needed to cut down the unnecessary screen toggling for agents and empower them with a unified interface to handle patient queries. Since the healthcare contact center was primarily using two applications as part of its customer service support - Salesforce and the telephony system, Girk CTI seamlessly integrated into the existing Salesforce setup and empowered agents to drive improved response times and increased efficiency.

Workflow Comparison

Use Cases

With this Girik CTI powered Salesforce interface, the agents were able to:

• Dial contacts with just one click
• Identify patients before answering their calls
• Save time on Post Call Wrap-ups
• Personalize interactions and deliver an enhanced experience
• Interact with other team members without switching screens

Additional Integrations

To further optimize the contact center experience for the client, Girikon offered its suite of custom contact center integrations:

• Quick Links
• One-click access to other Salesforce workflow features for seamless collaboration
• Custom Reporting
• Recording custom call center variables to track the new system's adaptability
• Custom Screen
• Automate agent actions by triggering workflows within Salesforce.

Key Results

Improved Agent Productivity

Agents were able to process requests right on the call, no more screen toggling or waiting for approvals from the backend team.

More Personalized Conversations

From contact details to complete patient journey, the contextual screen pop-ups and unified CTI interface ensured each interaction receives a personalized touch.

Higher Patient Satisfaction

From minutes to just a few clicks - the time to resolve a common, repetitive patient query was drastically reduced, resulting in happier and highly satisfied patients.

About Girikon

Girikon is a gold Salesforce partner and helps businesses enhance the customer experience, optimize business processes, and increase sales with market-optimized solutions for enterprises of all sizes. With over $300+$ Salesforce-certified consultants in 3 continents, Girikon is redefining customer and agent experiences for businesses worldwide to transform brand value. Girik CTI's automation and call optimization features simplified processes, reduced expenses, and increased operational efficiency.

Summary

The client's healthcare operations were revolutionized by integrating Salesforce with Girik CTI. This integration improved visibility and patient satisfaction while resolving communication issues. Real commercial gains were witnessed by the client in the ensuing months from process automation and other technological capabilities of Girik CTI. As a result, the brand was perceived as a more patient-centric service provider. The company could now seamlessly deliver tailored interactions by leveraging refined processes and Girik CTI's sophisticated capabilities. Additionally, it enabled the company to significantly cut down on manual tasks which resulted in considerable time and cost savings. Do you want to provide your teams access to sophisticated calling features as well? Contact our specialists by clicking here or sending an email to support@girikcti.com.