Healthcare innovation in the home
With a coast-to-coast US network covering 47 states, AdaptHealth is a full-service medical equipment company. Its tailored best-in-class products and services empower patients to live their best lives — out of the hospital and in their own homes — while reducing the overall cost of care. Making the right impression in a highly competitive market is paramount for AdaptHealth and the role of its 4,500 agents.
“During that first contact it’s really important to make sure the patient or referring party are comfortable and set their expectations around equipment costs, delivery dates and insurance, for example,” said Bill Lewis, Senior Director, Infrastructure and Security Engineering at AdaptHealth.
Single solution for growing pains
Consistently delivering exceptional service became harder as the business grew. The business made several acquisitions over the years, leaving its multiple contact centers tied to disconnected on-premises and cloud solutions, including outdated telephony systems.
Among many technology gaps was the inability to deploy outbound call campaigns, skills-based routing and API-based integrations. Key tasks, like ensuring correct staffing levels, relied heavily on manual processes and people pulling data buried in spreadsheets.