Case Study: SingHealth achieves faster patient support and lower service costs with Tetherfi Intelligent IVR

Enhance Patient Support and Cuts Service Costs with Tetherfi’s Intelligent IVR

SingHealth Group, Singapore's largest public healthcare group, faced rising call volumes, high operational costs, and limited self-service options, which were causing patient frustration and low agent morale. To address these challenges, they turned to Tetherfi for a solution to streamline contact center operations and improve patient support.

Tetherfi deployed a centralized IVR platform with speech recognition and self-service applications to automate inquiries and intelligently route calls. This solution from Tetherfi led to a 30% daily saving in agent man-hours, a 64% task completion rate for self-service, and a 15% successful diversion of calls to relevant departments, significantly enhancing the customer experience and establishing a scalable framework for future growth.

SingHealth Group