Case Study: Bon Secours Mercy Health boosts patient service efficiency with Genesys Cloud CX

Bon Secours Mercy Health boosts appointments scheduled 13% with Genesys

Bon Secours Mercy Health, a major US healthcare system, faced challenges with expensive and hard-to-integrate systems that offered no clear path for improving the patient experience. To modernize its service operations, the organization turned to vendor Genesys and implemented their Genesys Cloud CX platform, including capabilities like Agent Copilot and Workforce Engagement Management.

The solution from Genesys integrated with the Epic medical records system to provide self-service options and real-time agent guidance. This resulted in a 10% increase in revenue generated per agent, a 13% improvement in weekly appointments scheduled, and 20-30 seconds saved per call in handle time. Genesys helped Bon Secours Mercy Health achieve a more seamless and efficient patient experience.

Bon Secours Mercy Health