As a ServiceNow Technology Partner, 3CLogic is proud to offer the premier cloud contact center solution that deeply integrates with the platform of platforms. But don’t just take our word for it.
Discover how Wellstar Health leveraged 3CLogic’s voice solution for ServiceNow to deliver exceptional experiences for its customers, agents, and contact center managers. Since implementing 3CLogic, Wellstar Health has seen dramatic cost-savings as well, reallocating 250 hours of agent staffing per month.
About Wellstar Health
A Georgia-based health care system, Wellstar Health is comprised of 11 hospitals, 5 healthcare parks, and 300 offices. The organization has seen significant growth in recent years and is one of the largest healthcare systems in the state, employing over 26,000 people.
Wellstar utilizes ServiceNow for several of the platform’s solutions including ITSM, ITBM, ITOM, ITAM, and more. The organization has leveraged 3CLogic’s integration with ServiceNow to manage their Service Desk and Customer Service operations.
The Role Of Voice In The Healthcare Industry
Voice is critically important to the healthcare industry. Even in today’s digital world, 88% of doctors’ appointments are scheduled by phone. Plus, when a doctor or a nurse needs pertinent information quickly, a phone call is the fastest means to an answer or solution. So, although digital channels like email and online self-service have certainly benefited Wellstar’s operations, voice will always be a part of the organization’s workflows.
Contact Center Challenges Before 3CLogic
Before implementing 3CLogic, Wellstar was facing the following challenges:
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Significant company growth – Over the last five years, Wellstar has grown exponentially through a series of mergers and acquisitions resulting in an increase in demand for Service Desk support
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Increased call volume by 50% – The Service Desk saw nearly a 50% increase in call volume but did not have additional resources to fully staff the desk to meet demand
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On-premise system did not integrate with ServiceNow – Because their on-premise system did not integrate with their primary system of record, Wellstar could not expand and evolve their voice workflows at the necessary pace
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Difficulty managing the customer journey – When emergencies arose, Wellstar was unable to swiftly notify their callers of extended wait times without relying on their service provider or significant technical resources
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Limited insight into operations – Particularly as the organization shifted to a remote operation during the COVID-19 pandemic, Wellstar did not have visibility into the health of their contact center operations or the customer experience
The 3CLogic Solution For Wellstar Health
With 3CLogic’s cloud-based contact center solution built for ServiceNow, Wellstar realized the following benefits:
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55% reduction in average agent wrap-up time – With 3CLogic’s fully integrated computer telephony integration (CTI) and softphone, agents can seamlessly work inside of ServiceNow, resulting in higher productivity and fewer administrative tasks
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58% reduction in average agent idle time – With intelligent call routing, calls were directed to the best-equipped agents resulting in less idle time. Additionally, Wellstar was able to better understand peak and low call times and therefore allocate their resources more accurately
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75% reduction in administration escalation audits – The reporting experience has dramatically improved for Wellstar. With 3CLogic’s robust reporting and dashboards, management can now present call center data to executives much more easily, directly from ServiceNow
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Cost-savings equivalent to 18 FTEs annually – Through an optimized agent experience, Wellstar has been able to reallocate 250 hours of agent staffing per month, resulting in significant cost savings for the organization – without negatively impacting the agent or customer experience
What’s Next For Wellstar and 3CLogic
Looking ahead, Wellstar is looking forward to leveraging 3CLogic’s speech analytics and sentiment analysis solutions for ServiceNow to automate the call auditing process. This will enable the organization to be more proactive and defuse incidents before they escalate, resulting in an improved customer journey. Additionally, Wellstar is looking to take advantage of 3CLogic’s skills-based call routing to further improve its contact center operations and boost agent efficiency.
Is your organization ready to realize the incredible potential of 3CLogic’s contact center solution for ServiceNow?
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