English
Case study
Boosted Patient Satisfaction with Seamless, Scalable Communication Solutions
Industry
Healthcare / Clinical Trials
Company:
Clinical Trial Media
No. of Employees
200+
Product used:
NobelBiz Omni+
NobelBiz Voice Carrier
NobelBiz Voice Carrier
10%
Increased Patient
Satisfaction
0
PQ issues reported to NobelBiz
Increased Patient
Satisfaction
The implementation of NobelBiz’s integrated platform has not only stabilized our connectivity but also enhanced our operational efficiency, ensuring compliance with HIPAA and TCPA regulations. This has led to a remarkable improvement in patient satisfaction and an impressive 10% increase in our connect rate.
Thanks to NobelBiz, we now enjoy a robust, scalable communication system tailored to our growing needs, empowering us to deliver personalized care experiences more efficiently and boosting our overall revenue.
Mo Pene
Contact Center Technology Manager @ CTM
Background
CTM aims to expand patient access and inclusivity of Clinical Trials, while providing a seamless journey to the patients when connecting them to the most suitable clinical trial. They gear customers and patients related processes with intelligent tools that improve operational efficiency, maximize engagement, boost revenue, and enable personalized care experiences delivery,
resulting in increased patient satisfaction.
Challenge
CTM faced significant challenges with its VoIP service, including frequent outages and poor call quality that disrupted communication between patients and nurses. As the company expanded, it needed a scalable, reliable solution that met HIPAA and TCPA standards, along with proactive support and a transparent, affordable pricing structure to support its growth.
Solution
NobelBiz provided CTM with exceptional VoIP connectivity, ensuring stable, crystal-clear communications that nearly eliminated dropped calls and downtime. This reliability was crucial for maintaining trust and seamless interactions between patients and nurses. The consistent call quality, free from static, echo, and latency issues, further enhanced communication reliability and reduced frustrations.
Recognizing CTM’s growth, NobelBiz offered a scalable VoIP solution that easily expanded with increasing demands, including the addition of new features as needed. Their robust compliance with HIPAA and TCPA standards ensured secure handling of patient information, while their proactive, round-the-clock support minimized downtime and optimized system performance.
NobelBiz’s transparent, flexible pricing model provided cost efficiency by allowing CTM to pay only for what they used, enhancing overall operational efficiency and service delivery.
Results and KPIs at a glance
10%
Increase in connection rate
0
PQ issues reported to NobelBiz
Increased Patient Satisfaction
Faster Payment Processing