Case Study: Simplify optimizes the patient journey and achieves 95% service quality with Vocalcom Hermes Cloud

Simplify Leveraging the agility and flexibility of the cloud to optimize the patient journey

Simplify, a service provider for health professionals active for over 17 years, manages more than 400,000 calls per month for over 500 public and private establishments. Seeking to reintegrate inbound call handling previously outsourced and to optimize patient journeys across four newly deployed contact centers (France, Tunisia, Morocco, Madagascar), Simplify chose the Vocalcom Hermes Cloud solution to gain agility, rapid deployment, and reduced technical overhead.

Vocalcom deployed its Hermes Cloud contact center across all sites, unifying processes, enabling remote work during COVID-19, and providing intuitive tools and integrated dashboards for supervisors. As a result, Simplify improved agent productivity and patient experience while monitoring KPIs centrally — achieving service quality above 95% for many customers and average handling times under 20 seconds across 200 agents handling 400,000 calls per month.

Simplify

Nicolas Broussard

President