Organizations within the telemedicine industry heavily rely on their systems to handle calls and link them to patients and their case records. In this Acceleration Case Study, discover how Medgate International, a telemedicine center, overcame operational challenges by integrating a new computer telephone integration (CTI) system. By partnering with Upland InGenius, the organization was able to reduce call times and report call data much faster.
Business Challenge – Finding a Way to Collect Patient Data More Efficiently
Medgate International is a telemedicine center based in Abu Dhabi. It conducts around 6,000 medical telephone consultations each day. Physicians and other medical specialists advise patients around the clock, whether over the phone, internet, or video. The company offers a diverse range of traditional and specialized healthcare services for patients across the globe. However, the biggest challenge in operating a telemedicine center is having all of the inbound and outbound voice calls linked to each patient and their case records.
Initially, the telemedicine center planned to use a CTI solution to connect their Asterisk and Cisco phone systems using Microsoft Dynamics CRM 365. Because this CTI solution wasn’t successful, Medgate decided to look for a better alternative. Eventually, a second project was created for reviewing other CTI solutions that would meet all of their requirements.
- The organization recognized areas to improve, as they needed a solution that would enable employees to:
- Quickly capture data to support workflow
- Simplify the process for physicians to log into a CRM
- Accurately report and log time to bill patients
- Link patient data with archived audio files for call audits
Because it was time-consuming for physicians to manually input patient information, the organization needed an automation solution to log the data and save time. In addition, the management team needed accurate logging for billing patients. They needed abilities to link data with archived audio files for call auditing. Insurance companies paying for these services need to verify the engagement between physician and patient. This was to ensure that they get a return on their investment. So, having these abilities was critical.
Software Solution – CTI with Upland InGenius Connector Enterprise
After evaluating several CTI vendors, Medgate chose to partner with InGenius Connecter Enterprise. InGenius helped them link call data to each patient and their case records. The physicians appreciated a solution that supported their current workflow. Meanwhile, the CTI solution also gave them the ability to efficiently log calls inside of the CRM. Now, physicians can focus more on offering telemedicine services instead of logging call data.
Because the implementation of InGenius Connector Enterprise was successful, Medgate decided to expand CTI to another call center. In addition, they have plans to roll out this service worldwide. Now, Medgate has InGenius on a list of approved vendors for a solution kit they’re offering to each of its call centers. With the solution kit, call centers can receive a detailed blueprint on how to be a thriving call center.
By partnering with InGenius, the organization improved productivity by reducing call times. Physicians now have the ability to more easily access and report call data, further improving efficiency across the company. The CRM makes it possible for patient and case data to enter automatically into the system. This saves more time between calls.
They also improved reporting accuracy. It’s now possible for Medgate to share call history and any data with their patients quickly. Billing and auditing trails for cases are simple to report to each customer. Meanwhile, call reporting to managers is more accurate and easier to produce.
InGenius provides more functionality than their previous phone integration system and provided better reporting capabilities for the call centers.