Say Hello to quicker, More Personal Care

Transcription

1 SpinSci Success Story Say Hello to quicker, More Personal Care Much of healthcare happens over the phone. Scheduling appointments. Renewing prescriptions. Paying the bill. Through it all, everyone tends to repeat the same patient details: who they are, what they need. It can make patients feel like you don t remember them. And the seconds it takes to find and share the same details can add up. But if you re running your phones on Cisco technology, you can shorten every step in your process by seconds while greeting patients by name. All thanks to the Cisco partner, SpinSci. Vision Picture this: A patient calls to reschedule a doctor s appointment. But they don t have to press 1 for English. Or say their name. Or punch in their birthday. Instead, the system recognizes their phone number and pulls up all the details for the person who answers the phone. So the first thing the patient hears is: Hello Jane. Are you calling about your appointment today? It s a feature some healthcare providers don t even know they want until SpinSci shows it to them. Then they can t get enough. Our customers often don t know what they don t know, says Rajit Kumar, CEO of SpinSci. So we start by showing them how we help personalize patient engagement. We can do that because we understand their workflows. We understand the technologies behind the workflows. We understand the various people who touch the workflow. So we can come in and show them specific ways to make it personal. All while shaving seconds off key steps. Page 1 of 5

2 SpinSci are experts at personalizing every step in the healthcare workflow, which also saves time at every turn. Their Agenta Snap software connects phone systems like Cisco Contact Center and Cisco Finesse to enterprise health record (EHR) and customer relationship management (CRM) systems. So when patients call in, receptionists or doctors no longer have to spend a minute or more switching between screens to look the patient up. Instead, Agenta Snap pops in a dashboard with the right patient details right when they need them. The SpinSci solution even has the stamp of approval from EPIC, the EHR system used by many hospitals around the world. This cuts down on the red tape, where SpinSci used to have to work through an agreement with EPIC for each customer, now, they come armed with an umbrella agreement they can use with any customer. It really speeds things up and is a huge win for their customers, for SpinSci, and for Cisco. Best of all, Agenta Snap complies with healthcare regulations like HIPPAA, which means it keeps patient details private. When you re working with patient records, it s important that everything stay secure. We ve built the right levels of compliance into our systems, and the right security teams have signed off on how Agenta Snap sends data. Rajit Kumar, CEO, SpinSci Page 2 of 5

3 SpinSci recently rolled out Agenta Snap with a healthcare hub in Minnesota that includes 25 hospitals, clinics, nursing homes, senior housing, and pharmacies. The customer originally had their eye on a similar product. But when they found out that SpinSci works with their existing software from Cisco and EPIC, they were sold. Already, Agenta Snap is helping them shave seconds off every call and call every person by name. (Some of SpinSci s other customers have shortened three-minute calls by up to 58 seconds). So their patients spend less time scheduling appointments. Nurses spend less time consulting doctors. And no one has to look up or repeat details their systems already know. The right information is right there, right when they need it. Page 3 of 5

4 SpinSci heard about this customer opportunity through the Cisco Partner Program. Which goes to show that being part of the program really pays off. It let Cisco find the right partner for the job. And SpinSci got to save the day on a project they might not have heard about otherwise. Cisco is the one who looped SpinSci in to this project. The customer was already ready to pull the trigger on a different solution. But it didn t work with their Cisco phone systems. So when they found out that Agenta Snap works with their existing Cisco systems, it made for an easy switch. Page 4 of 5

5 SpinSci is always thinking about how they can help craft the healthcare of tomorrow. Like others in the tech industry, they have high hopes for how artificial intelligence can make care better than ever. We re working on new ways to use artificial intelligence and machine learning to make healthcare faster. The most immediate use case is self-service, where customers can schedule their own appointments. And there s also call deflection, where you answer questions by text instead of having them call at all. Rajit Kumar, CEO, SpinSci But SpinSci is dreaming even bigger. They are also looking at cognitive deep learning in the next three to five years. Their cognitive engine could look at an X-ray, compare it to a library of similar X-rays, and suggest five possible diagnoses. This would save doctors a lot of time having to remember and track it all down themselves. At the end of the day, everything SpinSci is doing can help make healthcare faster and more personal. Which means you can speed up every step and help more patients, when they need it most. And you can do it all while giving patients a warm welcome. Because when it comes to care, a few seconds and a few personal details can make all the difference. Page 5 of 5