The healthcare organization is dedicated to providing excellent care, prioritizing patient satisfaction and experience through a patient-centered approach. This approach puts patients firmly at the center of their care and engages them every step of the way, and the introduction of digital patient communication between patients and caregivers is a key element.
However, the path to truly patient-centered care is not without challenges. Healthcare organizations are grappling with the complex challenge of enabling collaboration between disparate healthcare systems and leveraging the predictive power of data analytics to predict patient compliance and prevent some patients from receiving treatment. We are addressing persistent inequalities.
A new Webex survey shows that 76% of respondents feel that digital communication tools improve the patient experience, but the use of these tools is not currently a factor in choosing a healthcare provider.61 % still choose a provider that does not offer digital communications. This shows that there is still a low awareness that patients can engage with their healthcare providers in the same way they do with other aspects of their lives, which is important as healthcare providers move to value-based care models. is.
Advanced communications technology made simple
Cloud communication platforms like Webex Connect can help healthcare organizations improve their overall patient engagement strategy. By enabling communication across multiple channels and integrating into existing back-end systems, digital communications can be quickly and easily introduced into existing processes and apps, supporting healthcare providers’ digital transformation and providing choice. patient communication channels.
Webex Connect helps you overcome these challenges by delivering a more patient-centric, connected experience through strategic partnerships, personalization, and innovative AI-driven insights. If you attended HIMSS2024, you got to experience the power of Webex Connect and how they used it at a mobile order coffee bar, but his importance of Webex Connect in the medical field is clear for patients and clinical It’s the power that makes it easier for doctors to communicate and move. .
What is the Webex Connect mobile ordering coffee bar experience?
First, it’s important to explain that the Webex Connect mobile ordering experience is not a smartphone app, unlike many modern retail communications solutions.
The mobile ordering experience at Café Cisco uses drag-and-drop workflows within Webex Connect, third-party system integration, and multichannel digital communications to connect patients and clinicians for a seamless healthcare experience. In this case, we applied technology to introduce a mobile ordering experience.
How does the Webex Connect mobile ordering coffee bar experience work?
We developed our mobile ordering initiative to demonstrate that you can leverage the best features of rich messaging channels (in this case Apple Messages for Business and Google Business Messages) to create exciting new digital customer experiences. built.
The customer journey begins with scanning a QR code that triggers an experience. With Webex Connect’s intelligent device detection, customers are instantly offered a variety of drink menus through Apple Business Messages or Google Business Messages on their native messaging client.
The final step in the ordering process requires the customer to enter a name and customize the order, but this is the first and only time the customer is required to enter text information. So far, you’ve only been asked to select a pre-populated option. This makes the experience extremely accessible and, best of all, faster than any app that requires login information.
On the business side, Webex Connect bundles order information and passes it to the associated order management system (OMS), in this case the barista who makes the drink. Baristas can also update orders with approximate wait times, ensuring customers are kept in the loop through two-way communication.
Additionally, this latency provides a unique opportunity to send relevant marketing materials to your customers and solicit real-time feedback. Café Cisco can also collect contact details, such as email addresses, into an integrated CRM to make the next interaction with a customer even faster. However, this experience is just one of countless use cases leveraging Webex Connect’s centralized communications platform.
Why Cafe Cisco is important
Webex Connect’s mobile ordering coffee bar experience is important. This is because it demonstrates the nearly limitless potential applications of this technology that enables automated two-way digital interactions between patients and healthcare providers, such as managing appointments, refilling prescriptions, and hosting video visits. is.
Importantly, it is end-to-end frictionless for users and incorporates data-centric iterative change techniques. Cisco has built a way to report on workflows. This allows us to understand what works and what doesn’t and improve the experience for patients and medical staff.
Click here for details Webex Connect How it works with the Webex app and Webex Contact Center Strengthen medical operations.
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