Skip to main content

Customer Centric Communication: HealthCare Sector

By C Chaitanya

The Healthcare industry in India, is one of the largest sector – both in terms of revenue and employment, its expected growth rate  is also phenomenal CAGR of 17% (Source: IMA).
But in terms of infrastructure, we are below when compared to other large countries. The U.S. has one bed for every 350 patients while the ratio for Japan is 1 for 85. Even the usage, IT in hospitals, we are far behind, According to Deloitte 2015 health care outlook, Indian Hospitals have to increase their IT spend considerably to provide improved and patient-centric service.
From Service prospective, one technology that can considerably enhance service quality is cloud telephony and cloud call center solution. This technology can fill many of the service loop holes. Let’s see the solution in detail.
  1. IVR based greeting, call routing: Currently even the reputed hospitals, customer care is not having IVR, everything is dependent on one line. With limited line capacity, many consumers wait for hours or often compelled to leave the call after frustration.  
With proposed solution, all incoming calls would be first greeted with a welcome message followed by an automated IVR system Customers can follow the extensions in the IVR to instantly connect with the concern department. Even in the off hours the customers would hear the IVR and option be given to drop a voice message, all the customer message would be recorded in a centralized database.
  1. Automated Patient Appointment: Taking doctor’s appointment can become hassle free if it’s automated. The doctor’s appointment process can be integrated with the IVR. The consumers just have to press button to take doctor’s appointment. By this process, patients can request for appointment, even when there is no one to take the call.
  1. Emergence service number: In India, on an average 15 people die in an hour (source: Ministry of Road and Transport) due to accident. The prompt emergence service would definitely improve this number. The cloud telephony solution, proposes an exclusive emergency number, to make the emergency service very fast. The number could be connected with all the emergency department like ambulance service, blood bank, OPT etc.
  1. Customer Service: All Customer service like alert to customers for a scheduled appointment, next proposed visit remainder, report remainder are dependent on the mercy of customer care executives. These services can be improved, with a Centralized Outbound call center, equipped with  progressive dialer, with this solution all the customers will get information on time, the quality of  service could easily be standardized.



  1. Marketing: The marketing of new event like Blood donation camp, promotion of new service or offering, could become more effective with a Centralized Outbound call center, with a progressive dialer, promotional campaign can be run via call, SMS, email, voice-SMS.
  1. Direct contact with doctor: To make the service customer friendly, few hospitals also provide a doctor’s number to the patients. As sharing of doctor’s personal number is not advisable, with cloud telephony hospitals can mask the doctor’s number, could provide a virtual number to the patients.
  1. Personalized customer service: Many patients hesitate in discussing their problem with a new person. With “sticky agent” feature in cloud call center solution, the same agent is always connected to the customer. As the agent has previously interacted with the same customer, he has good knowledge about the customer’s health issue and customers can freely discuss his issue with the agent.
  1. Centralized IP PBX: The traditional PBX service is very costly and hard to maintain. In cloud telephony we can easily setup IP PBX for internal calling inside the hospitals. As it is a cloud based solution, it is very easy to install and maintain.
Apart from above mentioned solution, the ozonetel cloud call center provides many reports and dashboard, which will help in help organization in business decision and standardizing the customer service.
Cloud Telephony is very flexible solution, it can be customized to fit the organization need. The solution mentioned above is just one way to streamline the communication process of a hospital.
The current telecommunication technology, marketing process and customer service used in hospitals is very primitive and lot of improvement is possible which will standardize customer service, improve customer experience and finally increase the revenue.
-------------------------------------------------------------------------------------------------------------------------
About Ozonetel: Ozonetel Systems is an India based Cloud Telephony Solution provider. Ozonetel is the only Indian company that developed complete cloud telephony platform and provide complete cloud contact center solution, multichannel( i.e. voice, email, social media, SMS, livechat.Click2CAll) communication solution.
Ozonetel is currently serving 1000+ customers across 20+ verticals. Ozonetel is  serving few hospitals across India.
For more, please visit us over the web at www.ozonetel.com< http://ozonetel.com/> or just click here (hhttp://ozonetel.com/clicktocallsignup.html) for a free demo
         Written By,
                                                                                                     Abhay Kumar
                                                                                                     Ozonetel Systems Private Ltd

Popular posts from this blog

Cloud Telephony-History and state of the art

By C Chaitanya
Well, its been 11 years since Twilio launched their voice API in November 2008. I would say that was a major turning point in the cloud telephony industry. Before that, for people to build telephony applications, you either had to depend on proprietary platforms like Avaya dialog designer or build on arcane technologies like VXML which again was supported at varying degrees by the incumbents. Enter Twilio with their voice API and the industry changed for the better. Since it's been almost 11 years now I thought now might be a good time to do a comprehensive review of the cloud telephony industry as a whole in general and in India in particular. The Beginning Twilio was undoubtedly the startup which ushered in the era of cloud telephony. They started in November 2008. At that time in India, we at Ozonetel had launched a hosted VXML platform. There were no takers. After all who coded in VXML :) So when Twilio launched and we saw them take off, we immediately realized tha...
Read more

Telugu ASR speech data collection

By C Chaitanya
Image Source: IIIT-H Developing an indigenous ASR for Indian languages has been a goal for us since a long time. In that regard we have been experimenting a lot, trying out various neural network architectures.  While doing these experiments we found that there was no good dataset for Indian languages. While discussing with IIIT professors we got to know that the government of India was also exploring options to generate a good dataset. We immediately offered our help and our platform for this endeavor. So, as a starting step we have come up with a few campaigns to encourage users to donate speech data. We wanted to make it fun, so our first few campaigns are along the lines of JAMs(Just a Minute speech topics) etc. A topic will be provided and you need to speak for a minute on that topic. We have started this campaign for college students to start with. Of course anyone can participate and contribute their data. The more the merrier :) We will adding a lot more innovative ways ut...
Read more

Google's approach to business communication

By C Chaitanya
 Google has been making silent moves in the business communication space. Google has mostly lost the instant messaging wars. But it does not want to lose the business communication war. WhatsApp, Instagram, Twitter and Facebook have been making their own moves to enable businesses to reach their customers through their channels. Its all about who has control over the communication channels. Especially communication which leads to business. That's where the money is. Currently, Google is the king of search and most online transactions start with a Google search. FB, Amazon, Apple and others want to change that. They want the search to start on their properties. And they have started making the moves. WhatsApp business allows small businesses to conduct their transactions on WhatsApp. FB and Instagram have long supported small businesses to manage their business on their channels. Apple has also made some nice moves with Apple business chat. They have integrated a whole shopping expe...
Read more