customer stories
Treating patients as consumers to offer a more consistent, personalized experience.
USE CASE
Service & Support
INDUSTRY
Healthcare & Life Sciences
INTEGRATION
Talkdesk Healthcare Experience Cloud
Epic EHR
KEY METRIC
↓ Lowered abandonment rate by 69%
↓ Reduced average handle time by 24%
↑ Autopilot empowering customer to a 50% self-service rate
Memorial Healthcare System is one of the largest public healthcare systems in the United States, and a leader in providing high-quality healthcare services to the residents of South Florida. Memorial Healthcare’s patient, physician, and employee satisfaction rates are some of the most admired in the country, and the system is recognized as a national leader in quality healthcare.
"…Talkdesk creates more consistency in how we deliver services. We will continue to see progress because we plan to leverage the Talkdesk Healthcare Experience Cloud and omnichannel capabilities within Talkdesk… With Talkdesk by our side, we have the data and reporting capabilities we need to learn and improve in real time. We have a birds-eye view of our CX efforts across teams, which we were missing in our prior system."
Jeff Sturman Senior Vice President & Chief Digital Officer, Memorial Healthcare System
Memorial Healthcare System transformed its contact center into a true digital front door using Talkdesk Healthcare Experience Cloud™ and Epic integration. MHS automated caller identification and gave agents real-time access to patient records, reducing repetitive questions and improving personalization. By transforming the customer experience through CXA, and with the help of Talkdesk Autopilot™ and Talkdesk Copilot™, 50% of MyChart password calls are now fully automated, and 55% of existing appointments are managed by patients and caregivers through AI—enhancing access, efficiency, and overall experience.
"In less than a year, Talkdesk has changed our outdated call center to a modern cloud experience that identifies actionable insights. We have consolidated 12 call centers into one Patient Access Center, and since February 2021, we've seen huge gains in key metrics: cut our initial abandonment rate by 3X, increased our service level by 30%, and seen improvements in other areas, including average speed to answer, average handle time, and IVR optimization (time to queue). Historically, we couldn't measure anything, and now we're measuring everything."
Jeff Sturman Senior Vice President & Chief Digital Officer, Memorial Healthcare System
