Case Study: Southcoast Health improves consumer call experience with The Chartis Group

Southcoast Health boosts call answer rate to 90% within 30 seconds with The Chartis Group

Southcoast Health, a mid-sized health system in New England, faced a challenge with its consumer experience, as its highly distributed model of over 36 call centers led to inconsistent performance and service. The Chartis Group partnered with the health system to evaluate its operations and develop a new vision for consumer access and experience.

The Chartis Group helped Southcoast Health develop a centralized service center to consolidate call management and scheduling. This solution resulted in a significant measurable impact, including 90% of calls being answered within 30 seconds and a 50% reduction in call abandonment, greatly improving the consumer experience.

Southcoast Health