To support the COVID-19 pandemic recovery, Nisum provided pro bono services to the client and developed a custom automated billing system and CRM that can accommodate their high invoice volume and scale as they grow. Their new tools offered improved customer service, payment processing, invoicing, delivery, reporting, loyalty campaign tracking, and more.
A global telemedicine client improved efficiency, scalability, and customer experience as a result of a custom automated billing system and CRM, leading to:
3xinvoice throughput |
⬆customer experience |
Business Challenge
A global telemedicine company faced catastrophic technology limitations with their mission-critical tools and applications. After the pandemic, telehealth visits increased by 500x, and their billing system and CRM were unable to scale to meet the growing demands of their customers or the increase in monthly invoices from 300 to 700 (+233%). These platform shortcomings led to:
- Increased labor costs as a result of a high volume of manual invoice entry
- Low visibility into invoice details, patient tracking, customer history, and customer interactions/notes
- Customer dissatisfaction and lost business opportunities as a result of poor customer experiences
- Decreased operational efficiency due to the increase in monthly invoices that could not be processed efficiently
Solution
To support the COVID-19 pandemic recovery, Nisum provided pro bono services to the client and developed a custom automated billing system and CRM that can accommodate their high invoice volume and scale as they grow. Their new tools offered improved customer service, payment processing, invoicing, delivery, reporting, loyalty campaign tracking, and more. These platform efficiencies led to:
- Reduced labor costs and a 3x increase in invoice throughput as a result of invoice entry automation
- Increased visibility, consolidated dashboards, and real-time insights into customer behavior, invoice history, customer interactions, medical attention provided, and customer service history
- Enhanced customer satisfaction due to:
- Improved communication facilitation between providers and patients
- Improved personalization for patients utilizing insights from past patient interactions
- Increased operational efficiency due to the reduction of time spent invoicing and increased communication
Contact us today and let us support your organizational growth with tailored solutions that deliver improved customer service and scalability.
