Twilio
Case Studies
Concilio's Transformation: Building a Healthcare Concierge Service with Twilio
Overview
Concilio's Transformation: Building a Healthcare Concierge Service with TwilioTwilio |
Platform as a Service (PaaS) - Application Development Platforms Sensors - Camera / Video Systems | |
Healthcare & Hospitals Life Sciences | |
Quality Assurance Sales & Marketing | |
Speech Recognition Time Sensitive Networking | |
System Integration Testing & Certification | |
Operational Impact
The implementation of Twilio's Flex greatly improved the experience for both users and agents. After only ten days of implementing the new Flex system, agent complaints dropped to zero. The audio quality improved, connectivity issues disappeared, and reliability increased. Agents could focus on their jobs without having to fight the infrastructure. Concilio plans to continue to grow the tasks it can accomplish through Flex, including adding SMS messaging and scheduling capabilities for greater customer convenience. On the backend, qualifying calls with custom tags will make internal reporting automatic, increasing agent efficiency. The ultimate goal is to allow concierges to handle a case from start to finish almost without leaving Flex. | |
Quantitative Benefit
25,000 peer-recommended doctors available | |
5,000 medical conditions treated | |
0 complaints from contact agents after implementing Twilio's Flex | |