Are you ready to improve patient satisfaction and increase revenue?

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Are you ready to improve patient satisfaction and increase revenue?"

Transcription

1 Are you ready to improve patient satisfaction and increase revenue? NCR U.S. Consumer Research reveals that patients want self-service to manage healthcare interactions. An NCR White Paper 2009 Experience a new world of interaction 2009 NCR Corporation

2 Patients frustrated with long waits 1 New consumer research commissioned by NCR Corporation reveals that patients are growing increasingly frustrated with long waits at physicians offices and hospitals and are looking to self-service technology as a way to help expedite these interactions. Hospitals and clinics that leverage self-service via kiosks, online and mobile applications to reduce the time and effort required for patients to schedule appointments, pay medical bills and complete registration forms will have an opportunity to drive loyalty and increase patient volume in this competitive marketplace. As more patients participate in consumer-directed care plans, they are taking greater responsibility for their medical expenses and overall health management. This shift has empowered today s healthcare consumers to exercise greater choice when selecting a healthcare provider. As a result, patients now seek the same level of convenience they have come to expect from retailers, hotels, banks and airlines, and that includes access to self-service tools. At the same time, healthcare providers face the dual challenges of rising costs and declining reimbursement, requiring them to look for innovative ways to attract and retain patients and gain a competitive advantage. Methodology: NCR commissioned BuzzBack Research, a leading international market research firm headquartered in New York City, to conduct this survey of 500 U.S. consumers. To help hospitals and clinics better understand what patients want from their healthcare providers in this new era of consumer-directed care, NCR commissioned consumer research to provide insight into what motivates patients when determining where to seek care.

3 Top line research highlights 2 As the following top line data shows, the rise of consumerism in healthcare is impacting how patients choose their healthcare providers and how they manage their care. Healthcare trends and preferences Consumers were asked about their current frustrations with healthcare appointments, interactions with healthcare staff, reasons to choose one provider over another, convenience of self-service options, explanations for missing a healthcare appointment and interest in managing healthcare appointments via a kiosk or mobile device. Research findings Multi-channel self-service solutions: 72 percent of consumers are more likely to choose a healthcare provider that offers the flexibility to interact via online, mobile and kiosk self-service channels over a provider that does not. Wait times lower satisfaction: 76 percent of consumers find waiting at a hospital or doctor s office the greatest frustration they face at a healthcare appointment. Provider choice: All things being equal, 61 percent said they would choose one provider over another based on the appointment scheduling process. Patient convenience: When it comes to convenience, patients want to spend less time on routine tasks like scheduling appointments, paying medical bills and completing forms. A significant number are looking to conduct transactions with their healthcare provider online or through a mobile device. 62 percent of consumers expressed interest in booking or changing medical appointments online, through a mobile device or at a kiosk and receiving text message reminders of an appointment. 54 percent of consumers said the ability to book an appointment online would be convenient to them. 31 percent of consumers said it would be convenient to be able to pay outstanding balances online or via a mobile device.

4 Key insights 3 The research findings provide insights into the opinions and attitudes of patients, from which hospitals and clinics can develop and implement strategies to increase patient satisfaction and strengthen loyalty. The three key insights are: 1. Fast. Providing online, mobile and kiosk selfservice options can help healthcare providers meet growing patient demand for quick and convenient interactions. 2. Easy. Simplifying the process of scheduling appointments, paying bills and completing forms increases patient satisfaction, drives revenue and gives healthcare providers a competitive advantage. 3. Transformative. Integrating self-service solutions, via online, mobile and kiosk channels, is vital to attracting and retaining patients. Insight #1 Providing multi-channel self-service solutions through the Internet, mobile devices and kiosks allows hospitals and clinics to meet growing patient demand for quick and convenient interactions with healthcare providers. The data shows that patients want to interact with providers in a way that is most convenient for them, whether booking an appointment online or receiving a text message on a mobile device when an appointment becomes available at short notice. The research also illustrates that patients are interested in utilizing the Internet, mobile devices and kiosks to manage a variety of transactions, including lab results delivery and bill payment. Patients are most interested in booking appointments and receiving lab results online. Which of the following would be convenient to use in managing your healthcare? Booking an appointment online Securely receiving lab results online 54% 54% Seeing and managing personal health information on the internet Receiving a text message notification if an appointment becomes available at short notice Paying outstanding balances online or via a mobile phone 32% 31% 43%

5 4 Insight #2 By making it easier for patients to schedule and check in for appointments, pay bills and complete medical forms, healthcare providers have an opportunity to increase patient satisfaction, improve revenue and attain a competitive advantage in the local marketplace. The research reveals that patients are most frustrated by the long wait times they encounter at hospitals and physician offices. In addition, they are inconvenienced by the time and effort required to manage everyday interactions, like scheduling appointments and paying outstanding balances, and would like to spend less time on these activities. By offering multi-channel self-service solutions, healthcare organizations can improve patient flow and revenue cycle management by expediting routine healthcare processes like collecting balances and co-pays. Seventy-six percent of respondents find waiting at a hospital or doctor s office the greatest frustration at a healthcare appointment. Which of the following occurrences at a healthcare appointment do you find frustrating? Waiting at a doctor s office or hospital 76% Re-entry of personal data or health history Insurance authorization requirements 54% 50% Completing and signing paper forms Queuing to speak with a staff member 31% 40% None of the above. 10%

6 5 Insight #3 Integrating self-service solutions via online, mobile and kiosk channels is vital to attracting patients and provides a key point of differentiation for hospitals and clinics. In fact, a majority of patients want self-service solutions and will choose the healthcare provider that offers these solutions over one that does not. As patients are empowered with greater responsibility when it comes to their choice of care provider, this finding underscores the importance of deploying self-service as a business strategy to help create a consistent, seamless patient experience at every step of the care process. By providing a positive patient experience, healthcare providers can build loyalty among existing patients while attracting new ones, resulting in increased patient volume. Seventy-two percent of respondents are more likely to use healthcare providers that offer self-service. How likely are you to choose a healthcare provider that offers you the flexibility to interact easily via online, mobile and kiosk self-service channels versus a provider that doesn t? Much less likely 17% 11% 17% 72% Somewhat less likely Somewhat more likely Much more likely 55%

7 Conclusion 6 The steady rise in the number of patients enrolled in Automating patient interactions not only addresses consumer-directed care plans makes it increasingly consumer demand, it also serves as the entry point for important for hospitals and clinics to effectively electronic record keeping a key initiative underway at compete in the local marketplace. While a patient s healthcare organizations nationwide. As more hospitals choice of healthcare provider was once determined by and clinics move to implement electronic health geography, today s patients have greater choice and records, the benefits of self-service become even more they are choosing to stay loyal to those healthcare widespread. providers that provide the best overall patient experience. The research supports the case that utilizing self- To find out more about how you can integrate selfservice into your facility, contact your local NCR sales representative today. service technology to enhance the patient experience is becoming an imperative to drive customer preference and loyalty. Data clearly indicates that patients are frustrated by the time and effort required to manage routine interactions, such as scheduling appointments, paying bills and completing paperwork, and they want to spend less time on these tasks. The research also reveals that patients want better access to information about their care.

8 Why NCR? With over 125 years of experience, NCR is a leading global provider of assisted- and self-service solutions. We help our healthcare clients around the world improve their patient interactions, implement change quickly and proactively, and transform their organizations to become leaders and change agents. We can help you, too. NCR Corporation 1700 S. Patterson Blvd Dayton, Ohio USA For more information visit: Experience a new world of interaction NCR continually improves products as new technologies and components become available. NCR, therefore, reserves the right to change specifications without prior notice. All features, functions and operations described herein may not be marketed by NCR in all parts of the world. Consult your NCR representative or NCR office for the latest information. All brand and product names appearing in this document are trademarks, registered trademarks or service marks of their respective holders NCR Corporation Patents Pending EB

Experience a world where customer interactions just keep getting better.

Experience a world where customer interactions just keep getting better. Experience a world where customer interactions just keep getting better. NCR SERVICES Brochure Title Goes Here Proactive management, Sub-header / descriptionmaintenance goes here and support Experience

More information

SMART MARKETING GROWS LOYALTY AND REVENUES

SMART MARKETING GROWS LOYALTY AND REVENUES SMART MARKETING GROWS LOYALTY AND REVENUES NCR Airline Digital Marketing helps you boost revenues and build customer loyalty An NCR Travel Brochure First look: what our customers say Initial feedback from

More information

NCR BRANCH TRANSFORMATION SOLUTIONS

NCR BRANCH TRANSFORMATION SOLUTIONS NCR BRANCH TRANSFORMATION SOLUTIONS Maximizing the profitability of your branch network Putting the retail back into retail banking PUTTING PROFITABLE, RELATIONSHIP BANKING FIRST AND FOREMOST Your branch

More information

Do you want to deliver the ultimate in self-service banking?

Do you want to deliver the ultimate in self-service banking? Do you want to deliver the ultimate in self-service banking? NCR APTRA Self-Service Software The world s leading financial self-service software platform. Experience a new world of interaction Do more

More information

STAYING ON TOP IN AN INDUSTRY ON THE MOVE NCR Travel Services has what it takes to help you deliever what your customers are asking for

STAYING ON TOP IN AN INDUSTRY ON THE MOVE NCR Travel Services has what it takes to help you deliever what your customers are asking for STAYING ON TOP IN AN INDUSTRY ON THE MOVE NCR Travel Services has what it takes to help you deliever what your customers are asking for An NCR Travel Brochure Happy customers? It s all about being ready.

More information

NCR APTRA Suite. The world s leading financial self-service software portfolio

NCR APTRA Suite. The world s leading financial self-service software portfolio NCR APTRA Suite The world s leading financial self-service software portfolio DELIVER A LEAP IN CONSUMER EXPERIENCE. The banking industry tells us that the quality of consumer experience has become the

More information

White Paper. Putting the Patient in Control. Employing Technology Solutions to Empower Patients

White Paper. Putting the Patient in Control. Employing Technology Solutions to Empower Patients White Paper Putting the Patient in Control Employing Technology Solutions to Empower Patients Putting the Patient in Control EMPLOYING TECHNOLOGY SOLUTIONS TO EMPOWER PATIENTS Introduction When automated

More information

Are you looking for a single solution to deliver targeted marketing campaigns across multiple channels?

Are you looking for a single solution to deliver targeted marketing campaigns across multiple channels? Are you looking for a single solution to deliver targeted marketing campaigns across multiple channels? NCR APTRA TM emarketing For Retail Experience a new world of interaction C-Tailing Imperative Marketers

More information

The Role of Access Management in the New World of Consumer Directed Healthcare

The Role of Access Management in the New World of Consumer Directed Healthcare The Role of Access Management in the New World of Consumer Directed Healthcare SCI Solutions April 2005 2005 SCI Solutions All Rights Reserved Introduction Consumer Directed Healthcare (CDH) is the most

More information

WE HEAR YOU. Delivering an amazing customer experience. A retail banker s guide

WE HEAR YOU. Delivering an amazing customer experience. A retail banker s guide WE HEAR YOU Delivering an amazing customer experience A retail banker s guide Today, bank customers are demanding much more than just good service. Banks must understand their customers and provide them

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Discover what the power of one service provider can do for your bank.

Discover what the power of one service provider can do for your bank. N C R T O TA L AT M S E RV I C E S Discover what the power of one service provider can do for your bank. NCR TOTAL ATM SERVICES As the most touched point of interaction with customers, your ATM network

More information

FOR A MORE PERSONAL TOUCH

FOR A MORE PERSONAL TOUCH FOR A MORE PERSONAL TOUCH 4 ways automating your telecom storefront drives customer happiness and sales An NCR White Paper You know the feeling. When long lines and busy employees make you want to walk

More information

NCR CONNECTIONS. CxBanking

NCR CONNECTIONS. CxBanking CxBanking NCR CONNECTIONS Our multi-channel solution enabling banks to rapidly deploy personalized business services across physical and digital channels. An NCR Solutions Guide Overview The mind shift

More information

SERVING MOBILE TRAVELERS

SERVING MOBILE TRAVELERS SERVING MOBILE TRAVELERS Keeping it simple for people on the go NCR delivers a better travel experience For more information visit www.ncr.com\travel Whether your passengers are planning a longanticipated

More information

NCR MOBILE SOLUTIONS FOR AIRPORTS

NCR MOBILE SOLUTIONS FOR AIRPORTS NCR MOBILE SOLUTIONS FOR AIRPORTS For more information visit www.ncr.com/travel or contact us at travel@ncr.com KEEPING IT SIMPLE FOR PEOPLE ON-THE-GO NCR delivers a better airport experience Today s airports

More information

How to Engage and Retain Customers

How to Engage and Retain Customers How to Engage and Retain Customers New Rules for Healthcare Payers Clay Davis Healthcare Program Manager About Jacada Founded in 1990 Leading global provider of customer experience management solutions

More information

IT ALL COMES DOWN TO EXPERIENCE: YOUR CUSTOMER S EXPERIENCE

IT ALL COMES DOWN TO EXPERIENCE: YOUR CUSTOMER S EXPERIENCE IT ALL COMES DOWN TO EXPERIENCE: YOUR CUSTOMER S EXPERIENCE We can help you change the way your customers think about travel. An NCR Travel Brochure Solutions for Airlines Fewer lines? Better service?

More information

Are you ready to boost the effectiveness of your promotions and loyalty program?

Are you ready to boost the effectiveness of your promotions and loyalty program? Are you ready to boost the effectiveness of your promotions and loyalty program? Frequently Asked Questions About Enterprise Offer Management An NCR White Paper 2010 Experience a new world of interaction

More information

Three Benefits You Gain by Managing the Customer Journey

Three Benefits You Gain by Managing the Customer Journey Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to

More information

Genesys Notification Center

Genesys Notification Center Genesys Notification Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Simplify Compliance: Self-service rules

More information

Agilysys Hospitality Solutions. Satisfying Guests, Ensuring Profitability. Document Management. Self-Service. Property Management Solutions

Agilysys Hospitality Solutions. Satisfying Guests, Ensuring Profitability. Document Management. Self-Service. Property Management Solutions Satisfying Guests, Ensuring Profitability Agilysys Hospitality Solutions Property Management Solutions Activities Management Point-of-Sale Solutions Inventory & Procurement Solution Document Management

More information

Avaya Aura Experience Portal

Avaya Aura Experience Portal Avaya Aura Experience Portal Avaya Aura Experience Portal delivers a new model for customer experience orchestration that helps you improve customer loyalty, reduce costs, and drive growth. Avaya Can Help

More information

Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions

Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions Delivering the Ideal Customer Experience Pega CRM Solutions for Financial Services Institutions Gartner and Forrester rank Pegasystems as a leader in CRM for one very good reason Pega delivers the most

More information

Customer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys

Customer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys Customer Experience in a Relationship Economy Frank Sherlock Senior Vice President and Managing Director Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities

More information

Managing all your customer interactions Ambit CustomerConnect

Managing all your customer interactions Ambit CustomerConnect RETAIL BANKING Customer Management Human. PRODUCT SHEET Managing all your customer interactions Ambit CustomerConnect SunGard s Ambit CustomerConnect provides banks with an integrated, centralized solution

More information

Looking for help in making intelligent capital expenditure decisions?

Looking for help in making intelligent capital expenditure decisions? Looking for help in making intelligent capital expenditure decisions? Total Cost of Ownership Decisions: Making Intelligent Choices An NCR White Paper 2009 Experience a new world of interaction 2009 NCR

More information

Accenture 2010 Global Consumer Research executive summary

Accenture 2010 Global Consumer Research executive summary Accenture Global Consumer Research executive summary Introduction Accenture annually surveys consumers across geographies and industries about their experiences and behaviors. The Accenture Global Consumer

More information

CRM. Engage. with. ! [Poll:] - Who works for a healthcare org? - Who works for a provider org? - Who uses "CRM" software today?

CRM. Engage. with. ! [Poll:] - Who works for a healthcare org? - Who works for a provider org? - Who uses CRM software today? Engage with CRM "Good afternoon everyone. I hope you've had a great day so far at the conference.! My name is Ed Duncan and I want to thank you for spending the end of your day with us here talking about

More information

Trends in Healthcare Payments Fifth Annual Report: 2014

Trends in Healthcare Payments Fifth Annual Report: 2014 Trends in Healthcare Payments Fifth Annual Report: 2014 Published: May 2015 consumers want to pay healthcare bills online page 23 The U.S. healthcare payments market is expected to reach an estimated $5

More information

Chat Enhancements Optimize Customers Web Experience

Chat Enhancements Optimize Customers Web Experience Chat Enhancements Optimize Customers Web Experience Brands Realize Significant Benefits When Providing Automated Web Chat Support for Online Customers Executive Summary Chat, an effective interactive web

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

Cisco Healthcare Intelligent Contact Center

Cisco Healthcare Intelligent Contact Center Solution Overview Cisco Healthcare Intelligent Contact Center Cisco Healthcare Intelligent Contact Center provides a centralized approach to a virtualized contact center that can help improve communication

More information

WHITE PAPER. M-Health: Challenges, benefits, and keys to successful implementation. Abstract

WHITE PAPER. M-Health: Challenges, benefits, and keys to successful implementation. Abstract WHITE PAPER M-Health: Challenges, benefits, and keys to successful implementation Kaushal Modi and Radha Baran Mohanty Abstract The outlook towards healthcare has changed drastically in recent times. Mobile

More information

Nuance Destination Solutions. Save. Grow. Earn. Customer Interaction over the Voice Channel. Self-Service the Right Way

Nuance Destination Solutions. Save. Grow. Earn. Customer Interaction over the Voice Channel. Self-Service the Right Way Nuance Destination Solutions Save. Grow. Earn. Customer Interaction over the Voice Channel Self-Service the Right Way SAVE Nuance is changing the way companies communicate with their customers over the

More information

Digital Self Service. Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences.

Digital Self Service. Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences. Digital Self Service Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences. Give customers the answers they re looking for and you ll get the results

More information

National payment hub for clearing and settlement

National payment hub for clearing and settlement NCR APTRA CLEAR National payment hub for clearing and settlement Shifting payment dynamics: The international scope Every country has some form of unique payment system based on its own financial practices,

More information

How B2B Customer Self-Service Impacts the Customer and Your Bottom Line. zedsuite

How B2B Customer Self-Service Impacts the Customer and Your Bottom Line. zedsuite How B2B Customer Self-Service Impacts the Customer and Your Bottom Line Introduction For small to mid-sized businesses trying to grow and compete with their larger counterparts, having close relationships

More information

Genesys Outbound Engagement Center

Genesys Outbound Engagement Center Genesys Outbound Engagement Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Maximize Agent Productivity: Increase

More information

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER A STEP-BY-STEP PRIMER TO HELP YOU SELECT THE RIGHT SOLUTION FOR YOUR SMALL TO MIDSIZE BUSINESS GUIDE TO PURCHASING THE RIGHT PHONE SYSTEM FOR YOUR

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

Strategies to Improve the Customer Experience 3eBook

Strategies to Improve the Customer Experience 3eBook Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:

More information

7 Must-Have Features of an Effective EHR Solution

7 Must-Have Features of an Effective EHR Solution Patient Engagement Series 7 Must-Have Features of an Effective EHR Solution Prepared for XXX Rosemarie Nelson Principal Consultant MGMA Healthcare Consulting Group Grant Ho Senior Director, Product Marketing

More information

HOW THEY ARE SHOPPING NOW

HOW THEY ARE SHOPPING NOW HOW THEY ARE SHOPPING NOW Current trends and challenges in digital retailing An NCR white paper Are you ready for today s retailing? It s not just about what consumers want to buy. It s about how they

More information

Beyond Takeoff and Landing

Beyond Takeoff and Landing Beyond Takeoff and Landing For more information visit www.ncr.com\travel NCR Wayfinding takes the guesswork out of airport navigation The days of just passing through the airport to catch a connecting

More information

Talent DNA that drives your business

Talent DNA that drives your business Talent DNA that drives your business Align your talent DNA and business strategy to achieve real success Accelerate your business with a strategic HCM solution that turns your human capital investment

More information

EMDEON CLINICAL SOLUTIONS

EMDEON CLINICAL SOLUTIONS EMDEON CLINICAL SOLUTIONS Meaningful Use is easy with our web-based EMR Lite and leading Health Information Exchange Simplifying the Business of Healthcare EMDEON OVERVIEW Emdeon Connecting payers, providers

More information

Proven Practice Management and EHR Solutions

Proven Practice Management and EHR Solutions Proven Practice Management and EHR Solutions The Smart Choice to Enhance Office Productivity, Profitability and Care Quality Your small practice faces big challenges. Finding time and resources to prepare

More information

Reaching Customers Across Multiple Channels

Reaching Customers Across Multiple Channels Leading Provider of Cloud-Based Customer Experience Solutions Relies on Integrated, Modular WSO2 Middleware to Speed the Delivery of Services that Enhance User Engagement Businesses recognize that brand

More information

Healthcare Delivery. Transforming. through Mobility Solutions. A Solution White Paper - version 1.0

Healthcare Delivery. Transforming. through Mobility Solutions. A Solution White Paper - version 1.0 Transforming Healthcare Delivery through Mobility Solutions A Solution White Paper - version 1.0 HTC Global Services HTC Towers, No. 41, GST Road, Guindy, Chennai - 600 032, India. Ph: +91 44 4345 3500

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

NCR LOYALTY PRO. For more information visit ncr.com

NCR LOYALTY PRO. For more information visit ncr.com NCR LOYALTY PRO For more information visit ncr.com NCR Loyalty Pro: fulfilling any marketing whim and want The food, drug, and mass merchandise segment is characterized by fierce competition, with customers

More information

The Connected RetAil Experience. Empowering Employees, Reinventing Customer Interactions

The Connected RetAil Experience. Empowering Employees, Reinventing Customer Interactions The Connected RetAil Experience Empowering Employees, Reinventing Customer Interactions Retail will change more over the next five years than the last 50 years. Source: Operating Seamlessly: Integrating

More information

Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center

Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center Create a better retail experience across multiple

More information

Customer Service Experiences

Customer Service Experiences Customer Service Experiences Survey Customer Service. Simplified. Customer Service Impact Jacada s purpose as a veteran leader in the customer service industry for the last 20 years has been to innovate

More information

The Cost of Poor Customer Service. The Economic Impact of the Customer Experience and Engagement in 16 Key Economies

The Cost of Poor Customer Service. The Economic Impact of the Customer Experience and Engagement in 16 Key Economies The Cost of Poor Customer Service The Economic Impact of the Customer Experience and Engagement in 16 Key Economies November 2009 Executive Summary Snapshot of Key Findings by the Numbers: USD$338.5 Billion

More information

OMNICHANNEL RETAILING: MAKING MORE DOLLARS, AND MORE SENSE. An NCR White Paper

OMNICHANNEL RETAILING: MAKING MORE DOLLARS, AND MORE SENSE. An NCR White Paper OMNICHANNEL RETAILING: MAKING MORE DOLLARS, AND MORE SENSE An NCR White Paper According to one survey, 80 percent of companies believe they deliver a superior customer experience; yet, only eight percent

More information

Solution Series. Electronic Medical Records. Patient Portal

Solution Series. Electronic Medical Records. Patient Portal Solution Series Electronic Medical Records Practice Management Enterprise-wide Scheduling Document Management Patient Portal Mobile Charge Capture e-mds Solution Series e-mds Solution Series is a suite

More information

Delivering Customer Delight... One Field Agent at a Time!

Delivering Customer Delight... One Field Agent at a Time! Delivering Customer Delight... One Field Agent at a Time! BORN for Field Service Management FieldOne Sky - Enterprise Field Management Solutions The most advanced, comprehensive and adaptable enterprise

More information

ASPECT HEALTHCARE UNIFIED IP

ASPECT HEALTHCARE UNIFIED IP APPLICATION OVERVIEW ASPECT HEALTHCARE UNIFIED IP Putting the healthcare contact center at the center of the patient experience Aspect Healthcare Unified IP is a complete, software-based, unified platform

More information

The Case for an External Digital Strategy For Payers

The Case for an External Digital Strategy For Payers The Case for an External Digital Strategy For Payers As consumers flock to payers that create a more consumercentric experience, the payers that invest early and heavily in external digital assets will

More information

Student Lifecycle Journey

Student Lifecycle Journey Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your

More information

Spa Success Tips to Enhance Every Aspect of Your Customer Experience

Spa Success Tips to Enhance Every Aspect of Your Customer Experience 50 Spa Success Tips to Enhance Every Aspect of Your Customer Experience Reward your customers with loyalty points based on actions like purchases of products or services. Track customers activities and

More information

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...

More information

HOW TELEMATICS KEEPS CUSTOMERS IN THE LOYALTY LOOP

HOW TELEMATICS KEEPS CUSTOMERS IN THE LOYALTY LOOP HOW TELEMATICS KEEPS CUSTOMERS IN THE LOYALTY LOOP INTEGRATING LOYALTY INTO EVERY INTERACTION It s no wonder that car owner satisfaction is up around 70%. 1 Over the last decade, vehicle reliability has

More information

Banking. Using collaborative customer knowledge to increase operational efficiency while retaining loyal, profitable customers

Banking. Using collaborative customer knowledge to increase operational efficiency while retaining loyal, profitable customers Banking Using collaborative customer knowledge to increase operational efficiency while retaining loyal, profitable customers In today s challenging global economy, strengthening customer relationships

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

Centricity Electronic Medical Record. Complete information, one location

Centricity Electronic Medical Record. Complete information, one location Centricity Electronic Medical Record Complete information, one location Turn information into insight Imagine being able to raise the bar on patient care safety and quality. And find the information you

More information

FOUR QUESTIONS TO ASK YOURSELF WHEN RESEARCHING A NEW POS SYSTEM. An NCR White Paper

FOUR QUESTIONS TO ASK YOURSELF WHEN RESEARCHING A NEW POS SYSTEM. An NCR White Paper FOUR QUESTIONS TO ASK YOURSELF WHEN RESEARCHING A NEW POS SYSTEM An NCR White Paper So you are looking for a new POS system. In today s complex restaurant environment, innovation and technology are moving

More information

ATM Channel Management

ATM Channel Management Hosted by: Presented by: ATM Channel Management Agenda Introduction Marketing at the ATM ATM Availability Management Software Deployment Future of Channel Management Q & A Introduction ATM Channel Management

More information

5 PLACES IN YOUR HOSPITAL WHERE ENTERPRISE CONTENT MANAGEMENT CAN HELP

5 PLACES IN YOUR HOSPITAL WHERE ENTERPRISE CONTENT MANAGEMENT CAN HELP 5 PLACES IN YOUR HOSPITAL WHERE ENTERPRISE CONTENT MANAGEMENT CAN HELP WHAT IS ECM AND WHY MIGHT YOU NEED IT? Although technology continues to improve how healthcare organizations share information both

More information

NCR APTRA PASSPORT Part of NCR s enterprise hub for remote deposit capture

NCR APTRA PASSPORT Part of NCR s enterprise hub for remote deposit capture NCR APTRA PASSPORT Part of NCR s enterprise hub for remote deposit capture Captures images automatically for deposits while on the go NCR APTRA Passport is an omni-channel enterprise hub for remote deposit

More information

Customer Service Best Practices Survey Results

Customer Service Best Practices Survey Results Customer Service Best Practices Survey Results Executive Summary During difficult economic times, most organizations shift their focus from acquiring new customers to retaining and growing existing customer

More information

Smarter Service: The Contact Center of the Future

Smarter Service: The Contact Center of the Future Smarter Service: The Contact Center of the Future Contents 2 The Contact Center of the Future 4 Out with the Old 6 In with the New 8 The Lowest TCO with Cloud-Based Contact Center Solutions 10 Oracle RightNow

More information

Leverage Insights. Ignite Brand Engagement.

Leverage Insights. Ignite Brand Engagement. Leverage Insights. Ignite Brand Engagement. Connect with Your Customers through Individualized Insights from the Teradata Integrated Marketing Cloud. We power marketing. 86% of Customers Say Relevant Offers

More information

RETAIL COMMUNICATIONS

RETAIL COMMUNICATIONS RETAIL SOLUTIONS RETAIL solutions RETAIL COMMUNICATIONS THE CHALLENGES Your employees are busy serving in-store customers, the phones are ringing unanswered; will missed calls result in missed sales opportunities?

More information

CONNECTIVITY. Connectivity. Solutions. Insight. Electronic Remittance Advice. Technology Eligibility Verification. Challenges Providers Face

CONNECTIVITY. Connectivity. Solutions. Insight. Electronic Remittance Advice. Technology Eligibility Verification. Challenges Providers Face CONNECTIVITY. Real-Time Electronic Remittance Advice Technology Eligibility Verification Challenges Providers Face As physician groups face declining reimbursement, escalating operating costs and rising

More information

Increase the Efficiency and Value of Healthcare Contact Centers

Increase the Efficiency and Value of Healthcare Contact Centers SAP Brief SAP Customer Relationship Management SAP Business Communications Management Objectives Increase the Efficiency and Value of Healthcare Contact Centers Better patient care through better communication

More information

Lexmark Enterprise Software. Transforming customer engagement

Lexmark Enterprise Software. Transforming customer engagement Lexmark Enterprise Software Transforming customer engagement Customer relationships are the lifeblood of your business Whether you serve businesses, consumers, patients, students or citizens, the quality

More information

HEALTHCARE IMPROVING PATIENT EXPERIENCE AND OPERATIONAL EFFICIENCY

HEALTHCARE IMPROVING PATIENT EXPERIENCE AND OPERATIONAL EFFICIENCY Patient Experience Management HEALTHCARE IMPROVING PATIENT EXPERIENCE AND OPERATIONAL EFFICIENCY A QMATIC WHITEPAPER 2013 Qmatic. All rights reserved. Version 1.0 Abstract When improving the patient experience,

More information

Maintaining a Competitive Edge with Interaction Analysis

Maintaining a Competitive Edge with Interaction Analysis Explore Maintaining a Competitive Edge with Interaction Analysis Winner of the Frost & Sullivan 2007 Product Innovation Award Autonomy etalk White Paper Maintaining a Competitive Edge with Interaction

More information

Mobile Enabling Electronic Health Record (EHR) Systems. Case study

Mobile Enabling Electronic Health Record (EHR) Systems. Case study Mobile Enabling Electronic Health Record (EHR) Systems Case study MOBILE ENABLING ELECTRONIC HEALTH RECORD (EHR) SYSTEMS Mobile Enabling Electronic Health Record (EHR) Systems Table of Contents Introduction

More information

Are Knowledge-Infused Processes the Answer to Self-Service Woes? How Organizations Change their Approach to Self Service and Improve their Results.

Are Knowledge-Infused Processes the Answer to Self-Service Woes? How Organizations Change their Approach to Self Service and Improve their Results. Are Knowledge-Infused Processes the Answer to Self-Service Woes? How Organizations Change their Approach to Self Service and Improve their Results. Are Knowledge-Infused Processes the Answer to Self-Service

More information

Contact Center Solutions

Contact Center Solutions 1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center

More information

There is a future for the bank branches.

There is a future for the bank branches. There is a future for the bank branches. About the research This report is based on the results of a quantitative survey of 700 branch banking customers during the summer of 2008. The aim of this research

More information

Engage Customers with Service Excellence

Engage Customers with Service Excellence SAP Brief SAP Customer Relationship Management Customer Service s Objectives Engage Customers with Service Excellence It s time to rethink customer service It s time to rethink customer service Today s

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

Emerging Consumer Engagement Models in Healthcare

Emerging Consumer Engagement Models in Healthcare An egain White Paper Emerging Consumer Engagement Models in Healthcare Better Healthcare Journeys by Design 2015 egain Corporation. All rights reserved. Changing healthcare industry landscape The Patient

More information

What Every Medical Practice Must Do to Optimize Workflow and Maximize Revenue While Decreasing Costs

What Every Medical Practice Must Do to Optimize Workflow and Maximize Revenue While Decreasing Costs What Every Medical Practice Must Do to Optimize Workflow and Maximize Revenue While Decreasing Costs Don t just trust that your staff is maximizing time and revenue. It is up to you to monitor, analyze

More information

NCR APTRA EMARKETING DOES IT ALL

NCR APTRA EMARKETING DOES IT ALL NCR APTRA EMARKETING DOES IT ALL Deliver personalized, relevant messages and marketing across multiple channels. For more information visit www.ncr.com or contact us at www.ncr.com/financial Create customer

More information

Abandoned cart emails report

Abandoned cart emails report Abandoned cart emails report Maximizing revenue with abandoned cart mailings 2013 2014 Experian Information Solutions, Inc. All rights reserved. Experian and the marks used herein are service marks or

More information

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business

More information

You know your customers. We know digital signage.

You know your customers. We know digital signage. Every Solution Needs a Seller You know your customers. We know digital signage. Modernize your message and bring information to the next level with the Intel NUC. Paired with a digital display, this pint-sized

More information

[ know me ] A Strategic Approach to Customer Engagement Optimization

[ know me ] A Strategic Approach to Customer Engagement Optimization [ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

FINANCIAL BENEFITS OF GOING DIGITAL

FINANCIAL BENEFITS OF GOING DIGITAL How to Utilize EHR Solutions to Improve Your Healthcare Operations and Receive Government Reimbursements 2013 NicheLabs. All Rights Reserved. Advantages of Digital vs. Paper Records Electronic Health Records

More information

Navitaire Loyalty System

Navitaire Loyalty System RESERVATIONS AND DISTRIBUTION SERVICES ANCILLARY REVENUE SERVICES REVENUE AND DECISION SUPPORT SERVICES Navitaire Loyalty System The only frequent traveler system fully integrated with New Skies Navitaire

More information

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,

More information

The Power of Personalizing the Customer Experience

The Power of Personalizing the Customer Experience The Power of Personalizing the Customer Experience Creating a Relevant Customer Experience from Real-Time, Cross-Channel Interaction WHITE PAPER SAS White Paper Table of Contents The Marketplace Today....1

More information

Bringing the personal branch banking experience to the ATM. Putting the retail back into retail banking

Bringing the personal branch banking experience to the ATM. Putting the retail back into retail banking Bringing the personal branch banking experience to the ATM Putting the retail back into retail banking Customer Table of Contents The Retail Banking Customer Environment is Changing 3 Delivering a Best-in-Class

More information

Accenture 2013 Global Consumer Pulse Survey. Global & U.S. Key Findings

Accenture 2013 Global Consumer Pulse Survey. Global & U.S. Key Findings Accenture Global Consumer Pulse Survey Global & U.S. Key Findings Contents Executive Summary Overview of the Switching Economy Key Findings Methodology and Survey Sample Copyright Accenture All rights

More information