Computer Telephonic Integration with Salesforce to handle each patient effectively and proactively for personalized customer service
40%
Upshot in the average of customers handled per agent
2
Fold increase in customer retention
50%
Fall in repeat calls
Overview
From scattered records to a single automated flow
What You Need To Know
For the customer-oriented industry, delivering exceptional customer service is crucial. CTI with Salesforce offers up-to-date information in sync with the call, allowing them to provide the best solution to their customers.
Why It Matters
Computer Telephony Integration with Salesforce Provides complete transparency and a 360-degree view of the customer, making it easier to offer quicker, meticulous, and positive customer service experiences.
What HIC Did
HIC integrated Computer Telephony with Salesforce allowing sales reps and care providers to access all necessary patient information instantly, facilitating the resolution of inquiries during the first call.
Challenges Faced
Bottlenecks slowing every hand-off
Ineffective Patient Handling
Difficulty in providing proactive and personalized services due to the lack of instant access to patient information.
Inaccessibility of Data
Faced challenges in accessing and integrating CRM and calling software, which affected the efficiency of tracking, analyzing, and recording processes.
Customer Service Pressure
Teams faced pressure to deliver exceptional customer service, requiring up-to-date information synchronized with calls to offer optimal solutions.
About the Company
Concert Health helps physician practices deliver integrated behavioral health services to their patients, including care management, brief therapy interventions, and psychiatric consultations.
They provide specialist clinicians (therapists & psychiatrists), know-how, and technology infrastructure to help the physician practices deliver high-quality, evidence-based behavioral health care and take advantage of Medicare’s new Collaborative Care Management (CoCM) reimbursement opportunities.
Share
Solutions Offered by HIC
One pipeline, from record discovery to secure delivery
Salesforce Telephonic Integration
By utilizing CTI with Salesforce, all the incoming and outgoing calls are logged in and stored with notes on the conversation, call duration, and details on the callers helping with quality assurances.
Screen pop-ups with the information and cases on the caller are displayed to the agents. Identifying and routing the calls to the concerned person was done eliminating the middle party completely.
Invoices are instantly generated as per the call duration with the agent.
Creating Salesforce dashboards
We created a dashboard in Salesforce to track performance indicators like calls made, average call duration, meetings booked, average handle time, first-call resolution, and dropped call percentages
Opportunities are created to help the manager in the performance review.
Notification of missed calls is displayed with the timestamps.
India 
USA
UK
Canada