Twilio
Case Studies
Synergy and Twilio: A Digital Transformation in After-Hours Healthcare Service
Overview
Synergy and Twilio: A Digital Transformation in After-Hours Healthcare ServiceTwilio |
Healthcare & Hospitals Life Sciences | |
Maintenance Quality Assurance | |
Visual Quality Detection | |
System Integration Testing & Certification | |
Operational Impact
The implementation of Twilio Flex and the partnership with Synergy Enterprise Solutions has significantly improved Dial-A-Doctor's operations. The new system has eliminated the issues of call dropouts and crossed calls, ensuring private conversations between agents and patients remain confidential. The postcode-driven IVR has streamlined the call handling process, reducing unnecessary wait times for callers and improving the efficiency of the agents. The success of this project has led Dial-A-Doctor to plan additional projects with Synergy, further enhancing their contact centre capabilities. | |
Quantitative Benefit
0 dropouts or crossed calls after the implementation of the new system | |
80% improvement in call quality with the new system | |
Efficient call handling with the postcode-driven IVR, ensuring agents only service calls where a doctor can be provided | |