Case Study: Florida-based healthcare call center achieves automated digital document management and streamlined call processing with Intetics

Florida Based Healthcare Call Center - Customer Case Study

Florida Based Healthcare Call Center, a Florida-based answering service with over 60 operators handling roughly 3 million calls per year, needed to move from paper-based processes to digital document and content management and improve intranet-based workflows. They engaged Intetics to automate call data collection, centralize records, and optimize intranet resources for clinical trial participation, doctor referrals and event registration.

Intetics designed and remotely deployed a secure intranet portal and business-process automation solution (built on the .NET platform) that centralized caller records, added operator questionnaires, reporting via browser/email, and a role-based permission model. The new portal became the primary tool for operators, enabled digital capture and easier analysis of calls across the 60+ staff and ~3M annual calls, helped the customer retain its leading regional position, and even generated local TV exposure.