Overview Pérez Radiólogos transformed its patient service operations with Sagicc, integrating channels, activating telemedicine, and using real-time data to deliver close, efficient care.
Key Outcomes
- 50% productivity boost in the contact center
- 100% traceability for calls, cases, and consultations
- Integrated channels spanning WhatsApp, web chat, telephony, and email
- Telemedicine online with 24/7 stability and support
About Pérez Radiólogos
Pérez Radiólogos is a leading healthcare provider with deep expertise in diagnostic imaging and specialized medical care. The organization serves thousands of patients every month and set out to optimize operations, strengthen multichannel communication, and offer warm, personalized experiences.
The Challenge
Prior to Sagicc, service relied on a single phone channel without traceability or platform integrations. Providing consistent information, measuring productivity, and ensuring smooth patient journeys was difficult.
“Before Sagicc we had an information bottleneck because we were single-channel. We only answered the phone and patients lacked clear or fast access to service.”
— Jairo De La Hoz, Contact Center Coordinator, Pérez Radiólogos
The Sagicc Solution
With Sagicc, the organization completely reimagined patient experience:
- Integrated service channels across WhatsApp, web chat, telephony, and email
- Enabled telemedicine and video consultations directly inside the platform
- Delivered real-time dashboards to track productivity and response times
- Personalized interactions using each patient’s history
- Configured bots and automated templates to streamline medical information and preparation instructions
“Sagicc expanded our service range. Patients can reach us through WhatsApp, the website, or phone, and they love the flexibility.”
Results Delivered
- 50% improvement in operational productivity
- Total traceability for patients, consultations, and calls
- 24/7 omnichannel service powered by the telemedicine module
- 20-second reduction in average handle time
- Automated satisfaction surveys to monitor service quality
“Sagicc gives us real-time stats. I can see what is happening in the contact center and make adjustments immediately. That has boosted productivity and improved the patient experience.”
Personalization: The Human Difference
A standout impact is the ability to personalize every interaction. Agents greet patients by name, building trust and reinforcing a sense of closeness throughout the care journey.
“When a patient calls, the system already shows me their name. I greet them right away, and that creates a human connection. It seems small, but it makes all the difference.”
An Intuitive and Reliable Tool
Adoption was fast and smooth: the team trained in under a week thanks to the platform’s ease of use and ongoing support from Sagicc’s Customer Success team.
“Training was excellent. Within five days the staff was operating at full speed. Sagicc is intuitive, stable, and always there to support us.”
Conclusion
Pérez Radiólogos shows how an omnichannel platform can revolutionize patient care in healthcare, boosting productivity, strengthening personalization, and ensuring efficiency and traceability.
“Sagicc is a platform that evolves every day. It offers stability, support, and trust. It is the ideal ally to improve patient care.”
Resources
- Video: Pérez Radiólogos case study
- Website: perezradiologos.com