Success stories
Unifying Patient 360 With Microsoft Dynamics 365 Platform
Challenge
The client was using multiple systems to deal with a single patient for multiple offerings which caused limitations like there is no single view of patient from which data can be accessed. This system consumed time of the contact center agents as they had to navigate through multiple systems and then verify customers associated data. Such long processes greatly increased waiting times for the patients, which negatively affected patient satisfaction.
Solution
We did a quick analysis of these issues with the current systems and provided the best solution using Microsoft Dynamics 365 application.
The team developed API services to call out all patient data from different offering systems and directed it to a single CRM application.
Created a single patient record with distinct unique id in dynamics 365 and associated all other system offering products with it.
Configured Unified Service Desk (USD) for Dynamics 365 from where a contact center agent can navigate and see single view of customer profile.
Results
Single customer view of all customer data
25% Increase in customer support efficiency
Improved data collection and data validation
35% Reduction in calls to customer support
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Parkar Digital is a digital transformation and software engineering company headquartered in Atlanta, USA, and has engineering teams across India, Singapore, Dubai, and Latin America.