Case Study: Tel Aviv Sourasky Medical Center improves patient satisfaction with KMS Lighthouse

Sourasky Medical Center implements KMS Lighthouse to provide patients with accurate information and an improved patient experience

The Tel Aviv Sourasky Medical Center, a major healthcare and research institution in Israel, faced a significant challenge with its contact center. Agents were unable to provide patients with accurate information due to a lack of structured knowledge, leading to inefficient operations and declining customer satisfaction. To address this, they turned to vendor KMS Lighthouse for a solution.

By implementing the KMS Lighthouse knowledge management platform, the medical center integrated it with existing systems to give agents fast access to accurate information during calls. This solution streamlined data management and retrieval. The implementation was a major success, resulting in a measured 40% increase in patient satisfaction.

Tel Aviv Sourasky Medical Center

Ami Eini

Project Manager