Case Study: Emplify Health achieves faster 24x7 patient portal support with CTG and Amazon Connect

CTG Improves Gundersen’s Patient Portal Support With Amazon Connect

Gundersen Health System, part of the Emplify Health network, faced challenges with its patient portal support, including a lack of 24/7 coverage and high call volumes that led to patient frustration and delays. The organization partnered with vendor CTG to find a more streamlined process that would provide patients with quicker access to their healthcare information.

CTG implemented a solution using Amazon Connect to route patient portal calls to its specifically trained agents. This provided 24/7 support from a single phone number. The results included over 83% of calls being answered within 30 seconds, a first contact resolution rate of over 99%, and a 75% reduction in the time required to train new agents, significantly improving patient satisfaction and operational efficiency for CTG's client.

Gundersen Health System