Overview Radiologos Asociados unified every service channel (calls, WhatsApp, email, web chat, and social media) inside Sagicc, deploying intelligent bots and automations to cut response times, lower abandonment, and safeguard medical data.
Key Outcomes
- 50% faster response times for patients
- Significant reduction in contact center abandonment rates
- 100% visibility across all digital channel interactions
About Radiologos Asociados
Radiologos Asociados has more than 40 years of experience providing medical diagnostics and healthcare services. With high patient volumes and operational complexity, the contact center plays a crucial role in guaranteeing agility, follow-up, and quality in every interaction.
Starting Point
Before Sagicc, patient requests arrived via multiple channels (phone, email, WhatsApp, social media) without unification. Information lived in silos, traceability was difficult, and wait times were long, all of which harmed the user experience.
“Previously we handled every user request through different channels without unifying them. The information did not match and that created major challenges for us.”
— Mauricio Suarez, Contact Center, Radiologos Asociados
Looking for an Ally, Not Just a Tool
The organization needed a solution that could consolidate channels in a single view, reduce response times, and automate critical processes while maintaining the security and confidentiality required in healthcare.
“We did not just need a tool; we needed an ally. With Sagicc we found the omnichannel approach required to manage user information inside one platform.”
Transforming Operations and Results
With Sagicc, Radiologos Asociados achieved:
- Unified channels in one platform (calls, WhatsApp, email, web chat, social media)
- Shorter wait times and better agent allocation during peak demand
- Intelligent bots with Bot Builder for frequent requests such as exam results
- Automated appointment confirmations and notifications with dynamic templates and business rules
- Improved security and compliance with healthcare data regulations
“The platform now gives us clear reports that help identify improvement areas, control service levels, and make data-driven decisions.”
Capabilities That Enabled Change
- Bot Builder to automate frequent patient requests and ease agent workload
- Dynamic templates and business rules supporting confirmations, preparations, and notifications
- Real-time dashboards to monitor performance per channel
- Total omnichannel coverage to reduce abandonment and ensure continuity of care
A Relationship Built on Trust and Efficiency
Beyond technology, Radiologos Asociados values Sagicc’s close collaboration and ongoing support.
“Since 2021 Sagicc has been an ally that supports us with proximity and innovation. If I had to define it in one word, it would be efficiency.”
Conclusion: A Partner for Healthcare Innovation
Radiologos Asociados demonstrates how implementing Sagicc enables healthcare institutions to offer omnichannel, agile, and secure service, delivering quality experiences for both patients and internal teams.
Resources
- Website: radiologosasociados.com