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 However, beneath this success, NSPC grappled with operational inefficiencies, burdensome data management, and an outdated performance management system.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.
NSPC's performance management system was anchored in manual processes. Critical data was trapped in siloed systems and cumbersome spreadsheets, leading to inefficiencies and inaccuracies. The leadership recognized that these outdated methods were not only time-consuming but also obscured deeper insights into performance metrics.
1. Performance Management and Reporting:
2. Quality Management:
3. Employee Engagement:
4. Agent Coaching:
The Imperative for Change:
Amidst a backdrop of complex operational challenges, the integration with an external partner added another layer of intricacy. NSPC recognized the critical importance of seamless collaboration to uphold their commitment to consistent, high-quality patient care. The sought-after solution wasn't just about integration; it was about creating a unified, informed, and engaged customer experience (CX) workforce across all fronts.
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 first month we saw an 18% improvement in overall performance and that has continued to rise. Overnight, we became overstaffed due to the increases in productivity and quality from implementing Acuity. To-date, I’ve calculated ROI of 10x on our investment. Acuity essentially costs the equivalent of 1 FTE, but we’ve realized a 10% increase in productivity across the board. At >100 headcount, the math is pretty straightforward – and this doesn’t even factor in the positive impact of improved quality or customer experience metrics.”
Nathaniel Altland, Sr Director, Customer Service Centers
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.
“We began the implementation phase of Acuity TouchPoint back in late 2022, and it has been a great collaboration. They were able to customize the platform to match our unique call center needs. All the staff at Acuity is very communicative and sticks closely to timelines and deliverables.
Previously, this was a nightmare and all done manually using raw data and excel manipulations to compile the data we needed for KPIs and agent development, evaluations, and senior leadership reporting.
Since Go Live and getting familiar with the tool it has cut back tremendously on time and labor. Since inception we’ve enhanced the tool quite a bit with both things we wanted to see as well as things being rolled out from Acuity itself.
My staff has certainly enjoyed using the tool. It cuts back on emails, allows the coaching/QA/and stats to all be in one location. This aids in performance development and accessible KPIs month over month (trends).
The gamification tool allows us to keep the moral up with a little friendly competition to enlighten the group and provide white glove customer service to our patients.
Greg, Kim, Kyle, and Nicole are all very knowledgeable and have been able to offer their expertise and some suggestions for what other clients use and appear to be working successfully. I recommend this leading Performance Management product to whomever out there looking to be efficient, effective, user friendly and save on emails this is the way to go. It has been a game changer in our organization.”
“Acuity has made life so much easier for the leadership team! Having a balanced scorecard is a necessity in our environment.“
- Brandi Stadie, Senior Director of Veyo Contact Center Operations, Phoenix, AZ
“With TouchPoint One's advanced platforms and expertise, we've seamlessly integrated gamification into our performance management, boosting employee engagement and efficiency.“
- Mark Wilson, Chime Solutions CEO
“We are saving ourselves so much time and so many headaches. It is just a better way to work.”
- Tereasa M. Vukanovich, Manager, Regulatory Compliance & Audit
