Natterbox +

About

Optima Dermatology is a leading provider of both general and cosmetic dermatology services across multiple practices. The organization is dedicated to delivering exceptional patient experiences and aims to be the top choice for all skin-related care. Optima Dermatology’s commitment to quality is reflected in its core value of treating patients like friends and family, with a focus on creating a revolutionary patient experience.

Optima Dermatology faced significant challenges with their existing contact center system from their previous provider. While functional, the system wasn’t tailored to the specific needs of a healthcare provider. Key issues included:

• Inefficient Call Routing: The previous system used a “Master Parking Lot” method, funneling all incoming calls into a central system before routing them to the appropriate team. This approach increased wait times, negatively impacting patient experience.
• Limited Integration Capabilities: Integrating the contact center system with Salesforce CRM was a complex and resource-intensive task for Optima Dermatology’s IT team, preventing them from achieving the desired efficiency.
• Lack of Flexibility: The system was unable to adapt to the specific scheduling and operational needs of various dermatology practices, leading to errors and patient dissatisfaction.

Optima Dermatology partnered with Natterbox to transform their contact center operations. By integrating Natterbox, a native Salesforce solution, they developed a more efficient and patient-focused communication system. This solution involved:

• Segmenting Calls: Calls were routed based on specific practices and providers, reducing hold times and improving operational efficiency.
• Streamlined Reporting: Natterbox’s advanced reporting capabilities allowed Optima Dermatology to optimize workforce management and gain valuable insights into patient interactions.
• Strategic Partnership: Natterbox was more than just a vendor; they were a true strategic partner. Their responsiveness and willingness to innovate ensured that the new system exceeded Optima Dermatology’s operational needs, perfectly aligning with their goal of delivering exceptional patient care.
• Speech Analytics: The introduction of Natterbox’s Insight product was a game-changer for Optima Dermatology. Previously, reviewing calls was a highly manual and time-consuming process. The team had to create manual scorecards and rely on subjective human judgement, making it difficult to ensure consistent call quality. With Insight, Optima Dermatology can now automatically analyze calls and focus on those that matter most, enabling them to identify issues such as missed details (e.g., patient preferences) and flag key areas for improvement. The tool also allows the team to scale their efforts, ensuring they can enhance call quality without needing to manually review every call.
  
  “With Insight, we now have a tool that does the heavy lifting for us. It helps us focus on the most important calls and streamline the process, improving efficiency across the team. We’ve even been able to create a training library based on real calls, making it easier for team members to continuously improve.” – Melissa Morgan, Director of Patient Experience

Implementing Natterbox led to significant improvements:

• Enhanced Patient Experience: Reduced wait times by 66% and simplified call handling processes allowed patients to enjoy a smoother, more personalized experience. Phone number recognition enabled more conversational interactions.
• Operational Efficiency: The integration with Salesforce reduced the number of steps required for agents to access patient information, cutting down call handling times and increasing overall efficiency.
• Data-Driven Insights: The new system provided the ability to segment and analyze call data more effectively, allowing for targeted improvements and better resource allocation.
• Provider and Team Satisfaction: Provider satisfaction improved by 26%, as the streamlined workflow and improved scheduling practices resulted in fewer errors and delays. The contact center team, including trained dermatology medical assistants, found the system easy to use, and productivity increased by 77% due to their ability to handle higher call volumes without compromising quality.

The transition to Natterbox has been a game-changer for Optima Dermatology. The integration with Salesforce has not only resolved the inefficiencies of the previous system but has also empowered the organization to deliver a superior patient experience. The ability to customize and scale the solution has positioned Optima Dermatology to continue growing while maintaining its high standards of patient care.