Health Care Case Study 3
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Background
A telemedicine startup in the United States, providing 24/7 virtual healthcare consultations, was rapidly scaling but struggling to keep up with patient support demands. The startup needed a reliable support team to handle inquiries, technical issues with the telemedicine platform, and general customer service, ensuring that patients received uninterrupted healthcare.
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Objective
To provide 24/7 customer and technical support for patients using the telemedicine platform, ensuring seamless access to virtual healthcare services and addressing any technical issues promptly.
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Solution
Corpshore Solutions deployed a dedicated 24/7 healthcare support team to manage patient inquiries, troubleshoot technical issues with the telemedicine platform, and assist with appointment scheduling and rescheduling. Our team ensured that the startup could offer round-the-clock care without experiencing bottlenecks in support services.
Key Features
- 24/7 healthcare support for patient inquiries and technical issues
- Real-time troubleshooting of telemedicine platform issues
- Appointment scheduling and virtual consultation assistance
- Tiered escalation system for complex technical issues
KPIs & Metrics:
- First Call Resolution: Achieved a 75% first-call resolution rate for technical issues
- Patient Satisfaction: Increased patient satisfaction by 20% due to faster issue resolution
- Platform Uptime: Ensured 99.5% uptime for the telemedicine platform by addressing technical issues proactively
- Response Time: Reduced average response time for patient inquiries to under 5 minutes
Outcome
The partnership with Corpshore Solutions allowed the telemedicine startup to offer uninterrupted virtual healthcare services, with a 99.5% platform uptime and a 20% improvement in patient satisfaction. The startup was able to scale its operations without compromising on the quality of customer service, leading to higher patient retention and business growth.