Case Study: Clínica Dávila achieves 50% more calls answered and 6% reduction in outpatient absenteeism with Genesys Cloud

Delivering superior self-service to improve customer experience in Healthcare

Clínica Dávila, a major private healthcare provider in Santiago, Chile, handles hundreds of thousands of patient interactions each year and needed to improve multi‑channel customer service—particularly appointment access—without increasing staff. The challenge was to deliver superior self‑service, accelerate first‑contact resolution, and reduce outpatient absenteeism while managing a high volume of calls and appointments.

By deploying Genesys Cloud with implementation support from CrossNet, Clínica Dávila added integrated appointment scheduling, inbound/outbound/IVR and CTI, and consolidated patient data into a single interaction. The solution enabled agents to be more efficient and scalable: 50% more calls were answered with the same number of employees, abandoned calls fell by 5%, and outpatient absenteeism decreased by 6%, significantly improving outpatient care and overall customer experience.

Clínica Dávila

Valenzuela Meneses

Remote Channel Assistant Manager