Ending the systems-led cycle
One of the best-known Finnish health service providers, Pihlajalinna, has an extensive customer base that includes municipalities, corporate occupational health services and private clients. The first point of contact is usually one of six service centres, which operate as part of a regional business model.
However, an outdated telephony system that was difficult to scale or customise hindered the customer experience and productivity at Pihlajalinna. Not only was the system increasingly difficult to maintain, it also created issues with reporting. Without CRM integration, advisors and nurses had to hunt for information and manually dial and transfer calls using clunky handsets. And, there was no scope to add channels or support remote working.