Case Study: Advocate Health Care modernizes nurse triage and reduces handle time with Keona Health

Advocate Health Care cuts average handle time by 34% with Keona Health

Advocate Health Care faced the challenge of modernizing its large clinical contact center to become world-class while needing to self-fund the investment. They sought a best-in-class contact center CRM and nurse triage platform to integrate disparate systems, streamline workflows, and improve both user and patient satisfaction.

Keona Health implemented its platform, focusing on extensive preparation to automate and optimize clinical workflows. As a result, Advocate achieved a 34% reduction in average handle time, minimized physician complaints, and saw high user and patient satisfaction trends, allowing the modernization to pay for itself through efficiency gains.

Advocate Health Care