Altitude Software and Clínica Nª Sª del Perpetuo

In 1996, the clinic decided to invest the necessary funds in order to enter the private health market. As part of the conversion, La Clínica Nª Sª del Perpetuo Socorro decided to expand the catalogue of services offered, invest in electromedicine and incorporate a System Integrated of Management (SIG) for the entire organization.

Once defined that the SIG would be supported by SAP, Clínica Nª Sª del Perpetuo Socorro began an establishment project in 1999, transforming activities to eventually incorporate all processes into the new system. With this undertaking the clinic truly became a 21st century paperless organization. Altitude Software has been selected to implement the contact center and provide vanguard personalized attention to patients.

Clínica Nª Sª del Perpetuo Socorro established new quality standards in patient communication with the foundation of a healthcare call center based on Altitude Software with an Altitude SAP Connector.

Various modules of the Altitude uCI suite were utilized in the project, including Altitude Voice, which permits synchronization of voice and data in both inbound and outbound calls. Agents are provided with patient information during a call and when a call is transferred all interaction information accompanies the transfer.

This provides endFusers with a more enhanced and robust customer service experience, avoiding the need for a patient to repeat information to different agents.

With Altitude, Clínica Nª Sª del Perpetuo Socorro is able to interact with patients through multiple communication channels—including telephone, eFmail, SMS and Web—and advise of appointments and clinical situations. Patient contact is multi channel and utilizes all technology available in the moment. These processes directly impact the service quality delivered and received.