A Hitchhiker's guide to Healthcare CSM - KANINI

Although the healthcare industry is one of the fastest-growing industries, it isn’t unanimously considered to be a business by many people. Nevertheless, it continues to grow rapidly and transform into a consumer-centric industry, where patients have become consumers and know that they deserve a better customer service experience than they are offered.

Today, consumers are not just looking at healthcare organizations to receive medical care and treatment for their conditions, but much more than that, they expect well informed advisory, need personal and focused attention, as well as a feeling that their health matters the most. You can read more on why this is making digital transformation a necessity rather than just a competitive edge.

In this article, we take you through everything you need to know about ServiceNow CSM and its impact on healthcare consumers.

With the increased requirement for better customer service, innovation has led to robust and advanced customer service management  (CSM). A platform that improves overall performance of service delivery while it reduces costs across the board.

The Evolving Needs of Today’s Healthcare Consumers

Undoubtedly, today’s patients are much more aware of the customer experience they should receive, and healthcare institutions are also warming up to the idea of improved customer service management.

A PWC study on customer experience in the new health economy shows that 49% of healthcare providers agree that customer experience is one of their top priorities in the coming years.

The benchmark of customer service in healthcare lies on a few pillars:

Healthcare consumers want a centralized system where they can get a quick and efficient solution for their problems, rather than having to wait for hours before finally seeing a physician for only fifteen minutes. Not only does this fail to solve their problem, but adds to their woes.

Healthcare consumers see the system as something focused on revenue rather than patient care, and this needs to change for the greater good. This is why customer service automation is the need of the hour, and they need something that can help them navigate around the complex and tedious processes of healthcare service management.

Why Does Patient Experience Matter More Than Ever?

As today’s patients are becoming savvy with information and more global experiences, healthcare organizations are under fire for not being able to match up to what patients consider a great customer experience. There are several reasons for this, including:

Long Waiting Times

Since there is an increased burden on the healthcare system, patients have to wait for days and weeks before they can be attended to, and this can be frustrating, especially if they are battling with a serious condition that needs quicker attention.

Disagreement with Healthcare Professionals

There are increased instances of patients arguing with healthcare staff, mainly because they are more aware of their conditions and medical diagnoses, all thanks to technological resources. More often than not they may be wrong, however these instances do hamper the confidence they have in the healthcare provider. When patients think that they aren’t being treated as well as they should be, or that physicians are downplaying their conditions, it inevitably leads to bad customer experiences.

As the expectations of patients are evolving and growing, so must healthcare service management. The mark of a strong healthcare organization is the ability to adapt and respond to changing times and evolving customer expectations.

How Can You Improve Patient Experience, Satisfaction, and Engagement?

The responsibility of patient care and customer delight lies with healthcare providers.

1

Improving Customer Relationship

Although there have been major developments in patient care and treatment, patients still value one-on-one interaction with their practitioners over anything else. Therefore, there is a need for patients to have sufficient face-time and communication with physicians, so that they can experience better engagement.
2

Increasing Clinical Efficiency

Through an efficient customer management system, hospitals will be able to manage patient appointments and scheduling efficiently, and patients get quick access to their physicians without waiting time or a longer process. This will also reduce the time taken to treat the patient, and will also guarantee that patients come back for follow-up visits, thus ensuring clinical and operational maturity.
3

Identifying Unexplored Impact Areas

By leveraging ServiceNow customer service management, healthcare providers can also uncover areas in their management system that can be improved for more impact on patient experience.
4

Automating Routine Processes

With the help of ServiceNow CSM, hospitals will also be able to perform customer service automation and reduce the burden of dealing with thousands of patients everyday. This also reduces the chances for error in scheduling or patient communication, and also enhances the patient experience greatly.

What should you look for in your CSM?

Your CSM platform must be able to connect teams to boost efficiency, enable you to proactively address patient issues and scale self-service.

ServiceNow CSM is the best contender in the market if you’re looking for CSM maturity.

Why ServiceNow CSM?

ServiceNow® Customer Service Management increases efficiency for agents and relieves other organizational departments of extraneous process steps spanning multiple platforms. Customer service sees fewer cases as a result of the workflow, automation, and self-help features from ServiceNow. But more importantly, agents can now address issues much faster while raising customer satisfaction scores.

We can do a free assessment of your current service delivery and what can improve your business processes and how you can optimize your costs, please reach out to us here. We can have our solutions expert get  back to you in 24 hours.

Author

Joshua Smith

Joshua is a process improvement thought leader and digital transformation expert at Kanini. Over the past 15 years, Joshua has focused his career on achieving organizational maturity and enhancing business processes through implementing tools and workflows to drive transformation initiatives. With experience in multiple verticals from manufacturing to healthcare, Joshua brings a practitioner’s perspective when working on business solutions and goals to allow him to advise and guide on industry and process best practices.

Author

Joshua Smith

Joshua is a process improvement thought leader and digital transformation expert at Kanini. Over the past 15 years, Joshua has focused his career on achieving organizational maturity and enhancing business processes through implementing tools and workflows to drive transformation initiatives. With experience in multiple verticals from manufacturing to healthcare, Joshua brings a practitioner’s perspective when working on business solutions and goals to allow him to advise and guide on industry and process best practices.

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