Case Study: Sentara Health improves patient experience with Damo Advertising's contact center optimization

Sentara Health delivers 4 enterprise journey maps in 3 months with Damo Advertising

Sentara Health, an integrated health system, faced significant patient experience challenges due to its 13 fragmented contact centers. This led to operational inefficiencies and inconsistent information, forcing patients to interact with multiple isolated teams. To address this, Sentara partnered with Damo Advertising to optimize and unify its contact center operations.

Damo implemented a comprehensive strategy, establishing the Clinical Access Center as a central hub of excellence. The solution included a governance framework, a centralized knowledge management system, and a prioritization model for unification. The results from Damo's work included improved cross-functional collaboration, data-driven decision-making, and the creation of standardized career pathways, leading to a more seamless and high-quality patient experience across the organization.

Sentara Health