Case Study: Albert Einstein Hospital reduces average call service times by up to 10% with Avanade

Hospital Israelita Albert Einstein average call service times reduced up to 10%

Hospital Israelita Albert Einstein faced an expiring Dynamics 2011 platform and needed to migrate to Dynamics CRM 2016 for its call center, maintenance unit and sales teams to gain new integrations, improve agility (up to 30%) and provide pipeline visibility, vendor portfolio access and the ability to capture new and offline customers.

Avanade implemented an IVR/CTI integration with CRM in five months to automate caller identification and display customer data to agents instantly. The change cut average service times by 5–10%, boosted sales productivity by enabling mobile opportunity capture and automatic CRM sync, replaced manual portfolio management with pipeline visibility, and added dashboards that reduced training time and improved monitoring.

Albert Einstein Hospital