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Koç Healthcare: from complexity to end-to-end visibility.
Koç Healthcare brought its call centre, e-commerce and support processes together on a single CloudOffix platform. By reducing operational complexity, it gained end-to-end visibility and agility across the organisation.
Koç Healthcare brought its operations together on one screen.
Central data and integrated processes brought greater visibility, faster decision-making and a more sustainable service model.
“We now manage processes we used to run manually from a single platform, and we can get to information and take action much faster.”Arınç OğuzÇağrı Merkezi Müdürü, Koç Healthcare
A connected, agile operation managed with data.
CloudOffix did more than digitalise Koç Healthcare’s operations; it also helped the company build a new operating model for its call centre and support processes.
Challenge
Koç Healthcare’s growing call centre and support operations were run through separate systems and manual processes. Help desk requests were tracked in Excel files, which made it hard to find information, follow processes and coordinate between teams. Limited visibility was holding back both employee productivity and service quality.
Solution
MechSoft analysed the call centre, e-commerce and support operations and designed an integrated operating model on CloudOffix. Manual support processes moved onto one platform, existing data was migrated and a central structure was set up in which teams work on the same data in real time. Courier integrations and automated workflows made operations more visible, faster and easier to manage.
Result
Koç Healthcare now has a more visible, agile way of working, with its operations run from a single platform. Manual workload fell significantly, and tracking and reporting became faster. Users adapted to the system quickly, so teams can access information at the same time and act sooner. The organisation has built a sustainable digital operations infrastructure that supports its goals for speed, cost and satisfaction.
Thanks to a central data structure, teams can follow every process from a single screen.
Support requests moved to digital, and managing and reporting on them became significantly faster.
Ease of use and short training sessions meant users adopted the platform quickly.
About Koç Healthcare
Operating under the Vehbi Koç Foundation Healthcare Institutions, Koç Healthcare offers a trusted, innovative and sustainable healthcare ecosystem of hospitals, clinical research centres, digital health solutions, and innovation and training centres. Through its Patient Portal and mobile apps, patients can access their medical records and manage appointments.
Healthcare ecosystem
Hospitals, research, innovation and training
Call centre
Central operations management
Digital health
A remote care ecosystem
Real time
Operational visibility
Solutions used in this project
Start your digital transformation journey with MechSoft.
We bring call centre, support and patient service operations together on one platform, giving your organisation greater visibility, faster decisions and lasting efficiency.