Penn Medicine's CRM approach in the contact center
The University of Pennsylvania Health System or Penn Medicine has begun incorporating a CRM in its contact center, with the aim of providing as much information about the caller to the agent as possible. Known as the ‘whisper campaign,’ it assigns specific inbound calls to the various marketing campaigns it conducts. By doing this, provides all available information to the calling agent before the call is connected. In doing so, the agents can conduct more proactive interactions that enhance the patient’s experience while also increasing the success of the conversion rate of that patient.
Penn’s CRM-enabled contact center allows agents to provide physician searches and the availability of appointments. In addition, the CRM also enables Penn to receive intelligence on the performance of its employees and the volume of transactions as well as the lengths of calls. According to recent reports, Penn Medicine runs over 10,000 digital marketing campaigns, which is routed through the Evariant Patients for Life Platform—it offers actionable intelligence to find high-value consumers, guides them through clinical journeys, offers a suite of capabilities to keep patients engaged. Using the information provided by Evariant, Penn Medicine receives data on what ads the patients have seen, which pages of the website have been accessed, etcetera. A dashboard that tracks all the patient’s movements on the website helps the agents determine effective marketing techniques to ensure higher rates of success.
By Tom Farrah, CIO & SVP, Dr Pepper Snapple Group
By George Evans, CIO, Singing River Health System
By John Kamin, EVP and CIO, Old National Bancorp
By Phil Jordan, CIO, Telefonica
By Elliot Garbus, VP-IoT Solutions Group & GM-Automotive...
By Dennis Hodges, CIO, Inteva Products
By Bill Krivoshik, SVP & CIO, Time Warner Inc.
By Gregory Morrison, SVP & CIO, Cox Enterprises
By Alberto Ruocco, CIO, American Electric Power
By Sam Lamonica, CIO & VP Information Systems, Rosendin...
By Sven Gerjets, SVP-IT, DIRECTV
By Marie Blake, EVP & CCO, BankUnited
By Lowell Gilvin, Chief Process Officer, Jabil
By Walter Carvalho, VP & Corporate CIO, Carnival Corporation
By Mary Alice Annecharico, SVP & CIO, Henry Ford Health System
By Bernd Schlotter, President of Services, Unify
By Bob Fecteau, CIO, SAIC
By Jason Alan Snyder, CTO, Momentum Worldwide
By Jim Whitehurst, CEO, Red Hat
By Marc Jones, Distinguished Engineer, IBM Cloud Infrastructure