Key Business Challenges:

• Limited scalability of existing solutions across multiple business and clinical departments
• Complex patient mental health needs requiring sophisticated call routing capabilities
• Need for intuitive clinical interfaces that support specialized workflows and patient interactions

Our Tailored Solution:

• Implemented Service Cloud with advanced assignment rules to streamline patient-provider connections
• Established Omni-channel routing across multiple channels
• Collaborated closely with the client’s Care team to understand existing processes
• Developed guided flows to support clinicians through various patient scenarios and emergency situations
• Created comprehensive visibility into business responsiveness through SLA tracking
• Built a scalable platform that supported more than doubling of team size since implementation
• Ensured seamless operations across all clinical and administrative departments