The NSPC & Acuity Partnership: Elevating Healthcare CX Operations Through Digital Transformation
National Spine & Pain Centers (NSPC) stands as a testament to dedication and patient care excellence in the healthcare sector. With a sprawling network of over 120 locations, their commitment to patients is unwavering. However, beneath this success, NSPC grappled with operational inefficiencies, burdensome data management, and an outdated performance management system. The challenge of aligning their vast internal customer care operations with their outsourcer further compounded these issues. A comprehensive, transformative solution was imperative.
The Acuity Transformation:
To surmount these challenges, NSPC embraced TouchPoint One's Acuity. With its comprehensive suite of tools and features, Acuity began to reshape the landscape of NSPC's operations. The results were evident not just within NSPC's internal operations but also with their outsourcing partner. By the 10th month post-Acuity implementation, NSPC's internal operations performance had surged by 35%. Impressively, the performance at the Business Process Outsourcing (BPO) partner also saw a significant uptick, registering a 22% increase.
Acuity's transformative impact was clear: it provided the means to inform, align, and engage the entire CX workforce across both NSPC and its outsourcing partner. The once fragmented teams now operated as if they were a single organization. The contact center, spanning both entities, had never been more unified in terms of awareness, process, or collaboration.
Beyond offering data-driven insights, Acuity presented a holistic approach to performance management, coaching, employee engagement, and quality assurance, tailored to bridge operational gaps.
1. Performance Management:
2. AI-Powered Agent Coaching - Sidekick:
3. Gamification and Reward:
4. Quality Management:
With meticulous planning, NSPC embarked on the Acuity integration journey. Historical data spanning 90 days was ingested into the system, setting the foundation for a data-driven future. Supervisors and managers were equipped with training, ensuring a smooth transition, and maximizing the platform's potential.
The journey of NSPC and Acuity is more than just a tale of technological integration; it's a testament to the transformative power of innovation when aligned with vision and determination. At the heart of this partnership was a shared commitment to excellence, not just in terms of operational efficiency but in delivering unparalleled patient care.
The challenges NSPC faced were multifaceted, spanning from internal operational inefficiencies to the complexities of integrating with an external partner. Yet, with Acuity's cutting-edge solutions, these challenges were not only addressed but turned into opportunities for growth and enhancement.
This collaboration has done more than just streamline processes; it has reshaped the very fabric of NSPC's customer experience operations. By fostering a unified, informed, and engaged workforce, both internally and with their outsourcing partner, NSPC has not only overcome their challenges but has set a new gold standard in healthcare performance management.
In an era where both the healthcare and customer contact landscapes are rapidly changing, the NSPC-Acuity partnership serves as a prime example for organizations aiming to leverage technology effectively and adapt to the demands of the modern world.