Streamlining Call Center Operations and Onboarding with Krista

Overwhelmed by Inbound Calls and Cumbersome Onboarding Processes

A healthcare organization was facing significant challenges in managing its inbound communications. With 60,000 calls directed to their main office and an additional 75,000 calls to individual clinics each month, the volume overwhelmed their small technical team. The organization’s CIO and his director recognized the inefficiencies in their current system, particularly in handling repetitive inquiries such as appointment dates, clinic addresses, and prescription refill requests. Additionally, they struggled with a cumbersome onboarding process outside of the payroll system, which involved filling out forms, provisioning access, and ensuring all role-specific requirements were met.

Struggling with Inefficiency and Frustration Amidst High Call Volumes

The situation was dire. The call center staff were overwhelmed, leading to long wait times and frustrated patients. The onboarding process was equally problematic, with IT personnel showing little interest in integrating with multiple email servers and identity and access systems plus a payroll system. This inefficiency not only impacted new employees’ experience but also hindered the overall productivity of the organization. Despite their best efforts, the team couldn’t keep up with the demand, and the risk of burnout was high. The organization needed a solution to handle the high call volumes and streamline its onboarding process without requiring a significant overhaul of its existing systems.

Revolutionizing Call Center Operations and Onboarding with Krista

Enter Krista. Krista now manages and responds to inbound calls relieving employees from retrieving data and therefore improving customer satisfaction. Krista’s voice interaction capabilities allowed the organization to address common patient inquiries through an automated system, reducing the burden on call center staff. Krista was initially targeted to handle 6,000 to 8,000 of the 60,000 monthly calls, with plans to expand its use to the clinics, covering another 70,000 calls.

Moreover, Krista’s flexibility allowed it to integrate with the organization’s existing systems, including bespoke CRM, big data, and a SaaS payroll system, addressing the onboarding challenges. This dual approach provided immediate relief for the call center while setting the stage for a more efficient onboarding process.

Transformative Results: Enhanced Efficiency and Satisfaction with Krista

Krista transformed the organization’s call center operations and onboarding process and provided fast time-to-value. By efficiently managing high call volumes through automated voice interactions, Krista has significantly reduced wait times and improved patient satisfaction. The streamlined onboarding process has ensured that new employees are onboarded quickly and accurately, enhancing overall productivity. Krista’s integration with existing systems has made the transition smooth and effective, validating the organization’s decision to choose an enterprise-wide platform instead of several point solutions. The comprehensive approach and consistent execution have led to remarkable improvements, solidifying Krista as an invaluable asset in the organization’s digital transformation as the improve patient experiences with conversational AI and automation.