Forti's Healthcare
How Fortis Improved Their Operational Efficiency And Reduced Client Loss
About Forti's
Fortis has consistently evolved itself to become one of the fastest growing integrated healthcare delivery networks in the Asia–Pacific region. Fortis Healthcare spans 11 countries, many of which represent the fastest-growing healthcare delivery markets in the world. Their portfolio of healthcare businesses is rich and multi-dimensional, extending to multiple verticals.
Challenges
Manual appointment booking
Lack of integrated inbound-outbound PIMS
Lack of multi-channel interaction
High call abandonment rate
Fortis faced infrastructure challenges, poor coordination, legacy systems, and privacy concerns. They sought a solution for seamless integration, full automation, multi-channel support, interaction tracking, and abandoned call regulation.
The Solution
Self-service IVRs for automation
Easy integration with PBX
Voicelogger to store all calls
Missed call alert was also implemented
Ameyo by Exotel helped Fortis improve their operational efficiency and reduce any client loss due to unavailability of resources. The solution was seamlessly integrated with Fortis’s existing Private Branch Exchange (PBX). The self-service IVRS provided the required automation of inbound and outbound interactions. Cross-channel interactions via SMS, internet, and phone-based booking were facilitated. Ameyo by Exotel’s voice logger performed the necessary call tracking and a missed call alert was implemented.
Results
Automation of appointment booking
Smooth integration with existing PBX
Multi-channel agent availability
Complete data visibility
Benefits
Smooth Functioning
Single platform incorporating different applications for smooth functioning
Multi-Chanel Support
Improved customer acquisition with multi-channel support
Call Tracking
Voice tracking helped in safe, secure, and correct information exchange