Every customer in sight: see how the modern call center works at Optegra Clinic!
About the company
Optegra Polska is an international network of clinics specializing in modern ophthalmic procedures. The company has been operating in Poland for 25 years, offering a wide range of services such as vision correction, cataract treatment, and other eye-related conditions, utilizing the latest medical technologies. Thanks to its highly qualified staff and personalized approach to patients, Optegra has gained trust in the ophthalmic market.
Situation before implementing Thulium:
Before implementing the Thulium system, Optegra Clinic was using a different call center platform whose functionalities were insufficient for the dynamically developing company. To meet the needs of the expanding network of clinics and the expectations of patients, the company required a more advanced solution.
Main challenges prior to implementing Thulium:
- Lack of advanced statistics.
- Limited call queuing capabilities
- Lack of a comprehensive system for categorizing conversation topics and and routing calls to the appropriate consultants.
- Inability to link requests together.
- Issues with monitoring and analyzing customer service performance.
The main goal of implementing Thulium was to create an integrated patient service system that would optimize communication processes and improve the routing of patients to the appropriate specialists.
Solution: Optegra decided to implement the Thulium system to improve patient service efficiency.
The main objective of the implementation was to track statistics and enable the creation of a comprehensive system of interconnected queues. The goal was to build an all-in-one platform.
Krzysztof Płusa, Head of Customer Service & Experience
Thulium implementation:
The Thulium implementation process took place gradually over several months and was conducted in stages. Optegra Clinic received full technical and process support, as well as training sessions during which queue and request configurations were developed.
Key elements of the implementation included:
- Close collaboration with the Thulium team, including technical and process supportduring the system configuration.
- Gradual deployment of new features such as IVR, chat, Messenger, and voicebot.
- Integration of the Thulium system with Optegra’s internal tools via API, enabling full process automation.
Thulium was a tool used by our partner. A prior analysis allowed us to conclude that adopting this platform would change our perspective on the entire Customer Service department and create an environment based on valuable analysis and control of data flow.
Krzysztof Płusa, Head of Customer Service & Experience
Benefits of Implementing Thulium:
Through its integration with Thulium, Optegra Poland gained a tool that enables more precise management of customer service-related activities.
The main benefits include:
- Optimized consultant work time: Consultants can handle multiple interactions simultaneously, which does not increase patient wait times.
- Complete contact history: All interactions with patients are stored in one place, enabling quick problem resolution.
- Improved work analysis: With real-time monitoring features, Optegra can better manage consultant tasks.
- Increased interaction volume:: DBy integrating communication channels, Optegra can handle more patients without compromising service quality.
The biggest challenge for Optegra was optimizing the call center operations, which handles over 10,000 calls per month. Thulium enabled:
- Automatic task assignment, which increased consultant work efficiency,
- Fast routing of calls to the appropriate specialists, significantly reducing patient wait times.
In Thulium, I appreciate the clear documentation, the ability to contact a consultant by phone, and the quick email feedback.
Krzysztof Płusa, Head of Customer Service & Experience
Results in Numbers:
The implementation of Thulium brought significant improvements in patient service, particularly in the call center area, leading to tangible results:
- Thanks to the use of an advanced IVR tree, only 1% of calls require rerouting to another consultant.
- The call center operates at the highest level, handling over 10 000 alls per month.
- Over 90% of interactions are rated positively, confirming customer satisfaction.
- 97% of requests are closed on the first contact, with a response time of under 60 minutes.
- Every communication channel matters, and responses on chat are provided in less than 20 seconds.
The implementation of the Thulium system has brought Optegra significant improvements in patient service, resulting in higher customer satisfaction and greater loyalty.
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