CASE STUDY - Chesapeake Urology Associates

LEARN ABOUT CHESAPEAKE UROLOGY'S PRINCIPLES FOR SUCCESSFUL DIGITAL TRANSFORMATION

"We have been charged with growing the business dramatically, and we needed a solution for handling our phone calls that is scalable."

 - Sanford J. Siegel, CEO, Chesapeake Urology

CHESAPEAKE UROLOGY

Established in 2011, Chesapeake Urology's contact center has helped funnel its growth. 

Office Locations: 19
Surgeons: 56
Mid-Levels: 14
Calls: 432,000/year

Cindy Feeley is a veteran of client access and contact centers across multiple industries. Her successful experience in finance gave her a deep understanding of the value of digital tools in high quality yet efficient care. She successfully transitioned her passion for service excellence and focus on analytics to healthcare.

Chesapeake Urology is deeply committed to superior patient experience in everything they do. In 2016, the patient experience with their surgeons was fantastic, but they continued to get complaints around the phone, scheduling, and service. They also were expanding quickly, and the contact center costs were growing at too high a rate. This put the contact center under competing pressures. On one hand, they had to improve the quality of the patient experience - BUT the service organization was also under a microscope and had to reduce costs.

Cindy implemented her principles with Care Desk, leading to quick improvements, including:

• 25% more calls per hour
• 80% reduced training time by staff
• 24% less after-call work
• and more...

Download the case study to read about Cindy's principles for transformation.