Case Study: Sonora Quest Laboratories simplifies patient scheduling with I-ology

Sonora Quest Laboratories cuts scheduling calls by 80% with I-ology

Sonora Quest Laboratories, a provider of diagnostic testing, faced a challenge where its online appointment system required patients to create or log into an account, causing many to abandon the process. This led to a high volume of support calls, with over 80% of call center traffic related to scheduling. Partnering with vendor I-ology, the goal was to create a more accessible and frictionless guest scheduling experience.

I-ology designed and developed a guest scheduling feature that allows patients to book and manage appointments without an account. The solution included secure email management for changes, automated reminders, and remained fully HIPAA-compliant. This resulted in a significantly lower call volume, freeing up staff and reducing customer service costs, while providing a faster and simpler booking experience for patients.

Sonora Quest Laboratories