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In today’s healthcare environment, patient experience is paramount. Yet many healthcare providers struggle with fragmented service processes that frustrate patients and staff alike. One leading healthcare organization faced this exact challenge—inefficient manual case handling was slowing down service delivery, jeopardizing service level agreements (SLAs), and impacting patient satisfaction. That’s where AiSynapTech stepped in.
The healthcare client was grappling with disjointed patient service processes, resulting in missed SLAs and lower satisfaction scores. Key Challenges:
Staff manually assigned and prioritized patient service cases.
Lack of centralized case information caused frequent delays.
No real-time visibility into SLA compliance.
Agents lacked quick access to service solutions or best practices.
Prolonged resolution times led to negative patient feedback.
Manual operations made scaling and maintaining patient service quality increasingly difficult.
AiSynapTech deployed a focused, strategic roadmap to modernize the client’s service management using Salesforce Service Cloud. Strategic Steps:
Mapped the patient service journey and pain points.
Designed intelligent workflows for case routing and SLA tracking.
Structured a centralized Knowledge Base.
Tailored Service Cloud components to the healthcare sector’s specific needs.
Equipped internal teams to leverage the new tools effectively.
Our methodical approach ensured the solution addressed both immediate challenges and long-term goals.
AiSynapTech delivered a robust Salesforce Service Cloud customization, empowering the client with real-time case management and knowledge-sharing tools. Key Components:
Cases automatically assigned based on priority, specialization, and availability.
Real-time visibility into case progress and SLA timelines.
Articles and FAQs accessible directly within the Service Console.
Personalized workflows for different patient services.
Actionable insights into service performance and patient feedback.
The solution streamlined patient service operations, reduced response times, and empowered agents with better resources.
KPI
Before AiSynapTech
After AiSynapTech
Improvement
SLA Compliance Rate
58%
80%
+38%
Patient Satisfaction Score
68%
86%
+27%
Average Case Resolution Time
72 hours
48 hours
33% faster
Clear, measurable improvements validated the impact of AiSynapTech’s solution on patient experience and operational efficiency.
“Partnering with AiSynapTech was a game-changer. Their Salesforce expertise helped us automate and streamline our patient service process dramatically. We’ve seen noticeable improvements in both SLA adherence and patient satisfaction—and our teams now feel more empowered to deliver exceptional service every day.”
— Director of Patient Services, Healthcare Client
