HCA Healthcare Increases Customer Satisfaction by 35-45% using Calabrio ONE

CASE STUDY: HCA Healthcare

HCA Healthcare increases productivity and call center efficiency across multiple locations using Calabrio ONE

Resulting in a massive increase in customer satisfaction and workforce productivity.

BACKGROUND

As a Fortune 500 company with hundreds of locations in the US and UK, HCA Healthcare is one of the world’s most respected and renowned healthcare operators. Based in Nashville, TN and dedicated to improving human life, the company is focused on transforming the healthcare experience.

THE CHALLENGE

Driven by its desire to deliver patient-centered healthcare based on intelligent data, HCA Healthcare knew it needed a better way to manage both its workforce management (WFM) and quality management (QM) systems. Most critically, it saw the need to standardize these systems across the multitude of locations operated by HCA.

THE SOLUTION

HCA Healthcare selected Calabrio ONE to meet its WFM and QM needs. The choice to work with Calabrio was based on:

• Lower total cost of ownership
• Key product features
• Ease-of-use
• Unified suite and integrations
• Superior support and services

In addition to these items, HCA Healthcare felt Calabrio ONE would help it meet regulatory compliance standards, reduce costs, improve content center efficiency and increase its insights into consumer behavior.

THE RESULTS

As a result of the implementation of Calabrio ONE, HCA Healthcare achieved a number of impressive results:

• Increased customer satisfaction rates by 35-45%
• Increased contact center productivity b 40-50%
• Saw a return on investment (ROI) within 6-9 months

“Calabrio software has been extremely strong in pinpointing and correcting our problem areas as well as allowing us to have a centralized location to view our daily schedule.” Ketan Karnik, IT Professional, HCA Healthcare

Source: TechValidate. TVID: D66-BB2-220