Case Study: RedSalud achieves a more connected digital patient experience with Genesys Cloud

RedSalud - Customer Case Study

RedSalud, a healthcare provider, was looking to accelerate its digital-first patient experience and better unify contact center operations with its appointment booking and scheduling processes. The company needed a more centralized, efficient way to manage patient interactions across multiple channels while improving service quality and reducing costs, using Genesys Cloud from Genesys.

Genesys implemented a phased migration that centralized RedSalud’s contact centers and tightly integrated healthcare systems with Genesys Cloud, allowing agents to handle inbound, outbound, email, and WhatsApp conversations from one interface. As a result, RedSalud achieved a 30% reduction in contact center costs, a 20% increase in unique patient bookings, and significantly improved CSAT and NPS scores, while also speeding time to innovation.

RedSalud

Juan Neme

Digital Patient Services Manager