jacada omnichannel solutions for healthcare · reduction in customer effort 4.2min reduced to...

© 2015 Jacada, Inc. All rights reserved.

Jacada Omnichannel Solutions

for Healthcare

Clay Davis

August 12th 2015


AGENDACustomer Effort – Why it Matters

Omnichannel OverviewUse Cases & Demonstration

Case Study


Healthcare lags in customer satisfaction

Healthcare CSAT


MultiChannel Objective

Digital

Channels

Physical

Channels

Reducing

CustomerEffort


OmniChannel Value Drivers:

Drive Revenue

• Loyalty

• Share of Wallet

Reduce Costs

• Faster Resolution (reduced effort)

• Increased Self Service (reduced effort)

Sales Loyalty Cost


Your Omnichannel Platform needs to drive:

Business Agility

Usability Insights

CollaborationCross-Channel Continuity

Consistent & Contextual Interactions

Channel Choice


Omnichannel Approach

Health Centers & Contact Centers

Drive First Contact Resolution with Sales & Service

PersonalizationReal-time Context Sharing

Agent-Customer Collaboration

Digital Channels

Consistency | Continuity | Choice


What is Jacada’s Omnichannel Platform?


How Does it Work?

Jacada Interaction Hub for Business Users

Real-time Collaboration

Visual IVR Mobile Customer Service Digital Customer Service Sales Engagement

Cross-channel Interactions

Contact Channels

Systems of Record

Rapid Integration

Customer Service Sales


OmnichannelUse Cases and Demonstration


Use Case Summary

Customer Inquiry

Sales (Enrolment)

Proactive Notifications

Channel Hopping

Digital

Inbound & Outbound

Web, Mobile, IVR, Voice

Physical


Receive

Call

ManageInteraction

TransitionSeamlessly

Update

Agent

Low Cost Service

Inquiries• Claim status• Order status• Appointment location

Use Case:

Simple Transactions• Prescription refills• Appointment rescheduling• ID card request

Demo

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Low Cost Service

System of Record (CRM)

Mobile Members

Caller Details

Name: Joe Smith

DOB: 10/21/69

Intent: Claim Status

Member #: 422252

Call Type: Enrolment

State: New Jersey

ANI: 444-555-1212

Seamless transition

DCM Health CRM


Define

Rules

SendNotification

Engage

Member

Manageinteraction


Update

Agent

Proactive Notification

Alerts• Smog alerts• Health fairs

Use Case:

Reminders• Prescription refills• Appointments• Preregistration


Jacada Interaction Hub for Business Users

Real-time CollaborationContact

ChannelsSystems of

Record

Rapid Integration

Proactive Notification

System of RecordMobile Members

Schedule an appointment

Submit paperwork

Refill a prescription

Other

Speak to a Nurse

Unhealthy

180

Schedule an appointment

Submit paperwork

Refill a prescription

Other

You have an important health alert from DCM Health.

Today is a code RED smog alert. Click here for more information and for help.

HTPPS://DCMal013.com

Med-Management


Web SS

Attempted

Web SS

Unsuccessful

Member

Calls

Digital

Guidance


Update

Agent

Seamless Channel Hops

Use Case:

Health PlanEnrolment

• Benefits inquiries• Plan comparison• Enrolment• Provider listings


Channel Hopping – Status QuoDCM CRM

Caller Intent


State: New Jersey

Thank you for calling the DCM Enrolment hotline. My name is Jon Watson. How can I help you?

ANI: 444-555-1212

CallerDetails

CallerIntent

PlanSelections

NavigationHistory

Search

Plan

s

Doctor

s

Wellness

MY

ACCOUNT

DCM Bronze$321.02/Month

Deductible:

$5000.00

Coinsurance:

0%

Out of Pocket

Maximum: $10,000

Select this plan

Plan Details

Select Your Plan:

DCM Silver$377.83/Month

Deductible:

$4000.00

Coinsurance:

0%

Out of Pocket

Maximum: $7,500

Select this plan

Plan Details

DCM Gold$402.21/Month

Deductible:

$3000.00

Coinsurance:

0%

Out of Pocket

Maximum: $5,000

Select this plan

Plan Details

DCM Health Plan

Plan options for Mr. Smith

Start Date: Oct 1, 2015

Applicants (3)


Seamless Channel Hopping

Search

Plan

s

Doctor

s

Wellness

MY

ACCOUNT


Deductible:

$5000.00

Coinsurance:

0%

Out of Pocket

Maximum: $10,000

Select this plan

Plan Details

Select Your Plan:


Deductible:

$4000.00

Coinsurance:

0%

Out of Pocket

Maximum: $7,500

Select this plan

Plan Details


Deductible:

$3000.00

Coinsurance:

0%

Out of Pocket

Maximum: $5,000

Select this plan

Plan Details

DCM Health Plan



Applicants (3)



Search

Plan

s

Doctor

s

Wellness

MY

ACCOUNT


Deductible:

$5000.00

Coinsurance:

0%

Out of Pocket

Maximum: $10,000

Select this plan

Plan Details

Select Your Plan:


Deductible:

$4000.00

Coinsurance:

0%

Out of Pocket

Maximum: $7,500

Select this plan

Plan Details


Deductible:

$3000.00

Coinsurance:

0%

Out of Pocket

Maximum: $5,000

Select this plan

Plan Details

DCM Health Plan



Applicants (3)

Thank you for contacting DCM Health Plan. To help us better serve you, please select from the options below.

I would like to register for a plan

I would like more information about plan benefits

I need to know if my doctor is part of this plan

I need to know if my medicine is covered under this plan

Please select from the list below:

Something else…..

Next

x



Search

Plan

s

Doctor

s

Wellness

MY

ACCOUNT


Deductible:

$5000.00

Coinsurance:

0%

Out of Pocket

Maximum: $10,000

Select this plan

Plan Details

Select Your Plan:


Deductible:

$4000.00

Coinsurance:

0%

Out of Pocket

Maximum: $7,500

Select this plan

Plan Details


Deductible:

$3000.00

Coinsurance:

0%

Out of Pocket

Maximum: $5,000

Select this plan

Plan Details

DCM Health Plan



Applicants (3)







Something else…..

Next

x

DCM Health Plan


DCM CRM

Browsing History Provider Lookup 25 seconds

Plan Benefits – DCM-PPO2-P 120 seconds

Locations 15 seconds

Caller Details

Name: Joe Smith

DOB: 10/21/69

Intent: Provider Listings

Applicants: Three

Start Date: Oct. 1, 2015Member #: n/a


State: New Jersey

ANI: 444-555-1212

Thank you for calling the DCM Enrolment hotline. My name is Jon Watson. Am I speaking with Mr. Smith? I see your calling about the Silver PPO plan for $337.83 per month. I can help you enroll in this plan.

Customer Options

Plan Rank Price Deductible Co-Ins OOP Max

DCM-PPO1-P Gold $402.21 $3000 0% $5,000

DCM-PPO2-P Silver $377.83 $4000 0% $7,500

DCM-PPO3-P Bronze $321.02 $5000 0% $10,000


Search

Plan

s

Doctor

s

Wellness

MY

ACCOUNT


Deductible:

$5000.00

Coinsurance:

0%

Out of Pocket

Maximum: $10,000

Select this plan

Plan Details

Select Your Plan:


Deductible:

$4000.00

Coinsurance:

0%

Out of Pocket

Maximum: $7,500

Select this plan

Plan Details


Deductible:

$3000.00

Coinsurance:

0%

Out of Pocket

Maximum: $5,000

Select this plan

Plan Details

DCM Health Plan



Applicants (3)







Something else…..

Next

x

DCM Health Plan


DCM CRM

Browsing History Provider Lookup 25 seconds

Plan Benefits – DCM-PPO2-P 120 seconds

Locations 15 seconds

Caller Details

Name: Joe Smith

DOB: 10/21/69

Intent: Provider Listings

Applicants: Three

Start Date: Oct. 1, 2015Member #: n/a


State: New Jersey

ANI: 444-555-1212

Thank you for calling the DCM Enrolment hotline. My name is Jon Watson. Am I speaking with Mr. Smith? I see your calling about the Silver PPO plan for $337.83 per month. I can help you enroll in this plan.

Customer Options

Plan Rank Price Deductible Co-Ins OOP Max

DCM-PPO1-P Gold $402.21 $3000 0% $5,000

DCM-PPO2-P Silver $377.83 $4000 0% $7,500

DCM-PPO3-P Bronze $321.02 $5000 0% $10,000


CallerInformation

Caller Intent

Plan Selection

NavigationHistory


Case Study


Fortune 500 Software company based in the United States. The company has products and services for both the B2B and B2C markets. Across their various lines of business, the NA call volume handled is over 550,000 calls per month.


Use Cases

Store Experience & Connectivity

Corporate Website & eCommerce

Support

Tech Support & Help Desk

Product Registration & Subscription Renewal

Location, Appointment Setting, Tech Support

Offload

Dynamic “Contact Us”,Shopping Cart Transfer to

Agent, Tech Support Offload

Subscription Renewal, Help Desk Authentication

& Triage

Self Service on Product Registration


Time

Reduction in Customer Effort 4.2min reduced to 1.2min

Time 3 min

Consumer Adoption

45%

Customer Satisfaction

98%

Increased Self ServiceIVR VIVR

0

100 11%

ROI in months

3.5 months$1.2MSavingsAnnually

Time

Implementation Time 2 months to first live production

2 months

Solution TargetBetter Customer Experience through

Personalized and Rich Services

Consumer InterfacesDrive improved mobile experiences

Customer Case Study | Fortune 500 Company


Customer Response

"Awesome, I love this."

"Keep doing this. Much faster than buttons on phone mode."

"Thank you for improving your service"

"This is a very cool system, thank you for making my day easier!"

"This is so much better than by telephone. Thank you!!!!"

"This is way better and easier than following up with a phone call thanks"


ROI will be in around 4-9 months

Average Handle Time Reduction

Jacada offers rich screen pop & agent collaboration to drive down

AHT and increase FCR.

Self Service

Jacada improves net Self Service success rate

across Digital & Voice channels, driving

significant savings.

Call Transfers Reduction

Jacada minimizes misdirected call transfers and drives AHT savings.

The business case for Omnichannel Member Services


ROI will be in around 4-9 months

Increase in Net Margins

Despite increase in cost of sale through use of agent channel, Jacada offers ability to drive

profitable interactions through frictionless customer experience.

Increased Conversion Rate

Jacada improves net Sales conversion rate by

leveraging channel of higher trust (agent channel) to close high-consideration sales.

Higher Revenue per Interaction

Jacada offers increased opportunity for agents to consult & up-sell on more qualified leads

needing assistance on digital channels.

The business case for Omnichannel Sales


Thank YouClay Davis,

Jacada Inc

5901 Peachtree Dunwoody Road

Atlanta GA 30328, USA

[email protected]

Come see us Aug 17-19 at SpeechTEK 2015: booth #620

mailto:[email protected]

jacada omnichannel solutions for healthcare · reduction in customer effort 4.2min reduced to...

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