Owl Network of Medical Clinics Automates Patient Experience with Mango Office Solutions

2023: Automating Patient Experience with Mango Office Contact Center

MANGO OFFICE reported on September 18, 2023 that the SOVA medical clinic network has automated patient care through MANGO OFFICE solutions. Thanks to the introduction of the Omnichannel Contact Center MANGO OFFICE, the profitability of patients after admission increased from 75 to 90%, the revenue of the medical institution increased by 26%, and the turnover of staff was reduced by 12%.

As part of the project, a Saratov Volgograd Voronezh single communication platform based on MANGO cloudy Contact center OFFICE was created for the federal network of multidisciplinary SOVA clinics, which has branches in three cities (,,). The solution closed important business tasks - ensuring the centralized management of geographically distributed sites that serve 11 branches in all cities of the network's presence, creating remote jobs for employees, increasing the profitability of patients for appointments and reducing staff turnover. 

The organization of the institution allocated contact center medical in the institution made it possible to build the most productive system for receiving calls. This was implemented due to the complex technologies of call routing and reduction of time response, as well as due performance to an increase in the work of personnel. Analytical The tools of the MANGO OFFICE Cloud Contact Center helped track the work required to process cases and predict the load on operators. All incoming cases are distributed evenly among employees, taking into account their employment and priority of requests. Additionally, the missed auto-call function was connected, which made it possible to reduce the percentage of lost calls. 

Within the framework of the project, special attention was paid to increasing the conversion at the stages of the funnel: converting a call into a record and a record into a visit. The low indicators that were noted in sales before the modernization IT infrastructures were associated with weak reporting of the work of operators, the lack of control of employees on the line in terms of indicators, KPI as well as slow processing of calls. As part of the implementation of this task, additional communication tools were connected - IVR and. voice robot They distribute calls to different branches and reduce the burden on operators. Voice robot also calls patients, conducts, identification requests confirmation of an appointment. The robot makes up to 40 calls at a time and makes several attempts to get through. phone It sends a message to only those from whom it has not received feedback. So the costs of - in the SMSinforming company were reduced by 30%.  

As a result, the SOVA network of medical clinics managed to increase the conversion from call to record by 7%, the profitability of patients from an appointment - by 15%, and revenue - by 26%.

Within the framework of the project, another important task was solved - to reduce staff turnover in the call center of the medical organization. To do this, tools were connected for analytics and quality control of personnel.

Creating efficient remote workplaces with the MANGO OFFICE solution has helped us address the staffing gap. We attracted specialists from the regions and closed 21 vacancies in just a month and a half. At the same time, the workflow of remote operators is completely transparent and under control. We developed a motivation system based on the analysis of the results of each manager, which reduced turnover among operators by 12%. For business, this is a significant saving in resources for finding, hiring and training other employees, commented Julia Helmut, head of the contact center of the SOVA clinic network.

A separate stage in the modernization of the IT infrastructure was the integration of the MANGO OFFICE communication platform with the information systems of the clinic network for data exchange. This made it possible to personalize communication: identify the patient by phone number, open his card, the history of visits to the clinic.

Thanks to the accumulated experience and flexibility of our solutions, we have formed an industry proposal based on communication tools that are truly necessary and useful in medicine. They help companies operating in the healthcare industry to move to a quality level and maintain high standards of service quality adopted in the industry, commented Konstantin Babkin, Head of Big Business Development at MANGO OFFICE.

As of September 2023, the percentage of processed calls in the clinic is 96%, but SOVA is aimed at high-quality processing of all contacts with patients without exception.