"ipSCAPE has helped us provide better support to our employees while also improving patient care. We now have features to create better patient experiences which is demonstrated in our reporting metrics such as reduced handle time" - Susan Underwood, Community Support Supervisor & Privacy Officer
1. The Business
ONE CARE Home & Community Support Services (ONE CARE) is a community healthcare provider offering supportive care services that enable seniors and people with disabilities to enjoy a better quality of life in their own homes. ONE CARE operates as a community-based, charitable, not-for-profit health organisation in Ontario, Canada.
2. The Challenge
ONE CARE previosuly used an on-premise solution that had reached end-of-life and was on longer being supported. This prompted them to go to market for a more robust cloud solution to support their 8 service locations across Huron and Perth counties.
ONE CARE’s primary requirement was to ensure that they had the necessary inbound calling capabilities for their support staff. They needed to efficiently route calls, and conduct and collect onboarding surveys through a centralised platform. The client also needed a solution that could enable remote work as they had support staff working from different locations.
3. The Solution
ipSCAPE helped ONE CARE significantly reduce its costs by consolidating its disparate applications, such as a customer survey tool. As a cloud solution, ipSCAPE was able to respond to their requirement of enabling remote work. ipSCAPE seamlessly transitioned ONE CARE off its old system without any operational disruption and enabled its support staff to work from anywhere.
ipSCAPE was selected as the contact centre technology vendor to help ONE CARE deliver quality care. They leveraged valuable features such as IVR routing to improve the caller experience and reduce ‘hold’ times. The client used the advanced scripting module to conduct surveys during onboarding and create more tailored interactions for their patients and their families. ONE CARE was able to improve its operational visibility across its multiple locations and share core findings with key stakeholders. Over time, they uncovered patterns such as peak busy/ call periods and were able to make decisions based on this data.
4. The Benefits
- Advanced scripting to create customised survey forms to gather patient details
- Detailed reporting
- Effective IVR routing
- Enabling remote work
- Reduced costs