28 June 2016
BMI Healthcare: Web Chat Software Improves Service
Since 1970, BMI Healthcare have been looking after local communities, now with 59 hospital and clinics within the UK, they specialise in 115 different fields and services including their centres of excellence in spinal, orthopaedic, neuro, cardiac and cancer care.
Patient Care is BMI’s top priority with 97.3% of their patients rating their overall quality of care as very good or excellent. 98% of their patients say they would recommend BMI to family and friends. With these high statistics of patient satisfaction, it’s no wonder why BMI strive to maintain these levels.
In order to continue delivering the best care to patients, BMI Healthcare approached Click4Assistance to discuss their extensive requirements in 2015, implementing the Click4Assistance web chat software in September 2015.
“We are committed to improving the user experience on our web platform wherever we can, and Click4Assistance’s Live Chat solution is the latest tool we’ve made available to our audience. This solution is an elevated level of customer service, and will allow BMI Healthcare to provide real-time, precise, help and support to our online visitors. The support from Click4Assistance has been outstanding and the implementation has been seamless.”
-Solomon Degia, Head of Digital, BMI Healthcare
Both the BMI and Click4Assistance teams worked together to ensure BMI’s chat is the perfect solution for them to use when advising patients. The customisation of the visitor facing aspects has been designed to BMI’s branding and corporate colours. The configuration of any text that the visitor will see during a chat session (system messages, pre-defined replies etc.) has been constructed to BMI standards.
Jill Stephens, was the senior account manager at Click4Assistance overseeing the success of BMI’s Healthcare implementation:
“It is a pleasure to work with BMI. They are a dynamic company with a dedicated team who have a real commitment to excellent customer experience. We will be working closely to provide on-going support to the digital and customer services teams and are looking forward to continued development and innovation within a long term relationship.”
The feedback from patients using the web chat software was fantastic, they were impressed with how easy and quickly they could get an answer, and at their convenience. BMI are looking to how they can expand on this success further, with consultations about exploring the other features and functionality available within the Click4Assistance software. There has been particular interest in the reporting suite that holds over 60 reports, as BMI will be able to run analysis on the data available helping to guide their next steps.
For more information on BMI Healthcare’s implementation of the Click4Assistance web chat software, or how your organisation can improve its online services, speak with our Healthcare Co-ordinator on 0845 123 5871 or by emailing firstname.lastname@example.org.