Case Study: Optima Dermatology achieves 66% shorter wait times and 26% higher provider satisfaction with Natterbox

Optima Dermatology Increased productivity by 77% and 66% reduction in patient hold times with Natterbox

Optima Dermatology, a healthcare provider of general and cosmetic dermatology services, needed a more flexible contact center after its previous system caused inefficient call routing, long wait times, and difficult Salesforce CRM integration. The company wanted a solution tailored to the needs of multiple practices and providers, and turned to Natterbox for help.

Natterbox implemented a native Salesforce contact center solution with segmented call routing, improved reporting, and Speech Analytics via Insight to streamline call handling and review. The results were significant: Optima Dermatology cut wait times by 66%, improved provider satisfaction by 26%, and increased team productivity by 77%, while also gaining better operational efficiency and data-driven insights.

Optima Dermatology

Melissa Morgan

Director of Patient Experience