Healthcare

Empowering Healthcare Providers to deliver a consistent and quality CX

Take the guesswork out of customer service innovation

Woman working in the healthcare industry shaking hands with a customer

Drive increased digitization of customer service with optimal contact center efficiency

Among the issues healthcare companies face – from legacy contact centers and technology to drive improved agent performance and customer satisfaction, to increased security risks and growing compliance demand – sits an overarching challenge: to smoothly innovate customer experience in a world characterized by "business unusual."

Welcome healthcare providers!

Hammer helps healthcare providers solve problems related to critical, multi-vendor contact center systems and applications:

Drive improved service quality, customer experience and CSAT
Maintain compliance and security, avoid hefty fines
De-risk migration from legacy contact centers and technology upgrades
Maximize revenue generation, ensuring no call is unanswered during Open Enrollment
Optimize high availability and uptime
Improve operation efficiency

Contact center, information technology, and quality assurance leaders trust our real-time monitoring and automated testing capabilities to improve service quality, reduce downtime, and provide a better overall customer experience.

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Maximize revenue generation during open enrollment!

Gain detailed insight into contact center performance. Verify customer and agent experiences perform as intended and will cope with massive spikes in call volumes.

Get FREE 90-day proactive monitoring to maintain compliance, security, and optimum CX.

Adapt to changing customer needs

Customers expect seamless and secure experiences every time, and any system glitch can lead to dissatisfaction and churn. So, let's help you to address these challenges with corrective, long-lasting action.

Costly & time-consuming manual testing

Frequent manual testing and ongoing monitoring of your complex systems take much time, effort, and resources. Often across a consistently limited number of scenarios, with some areas untested and prone to costly human error. It results in expensive mistakes, and inaccurate test results that add to the cost of developing and maintaining your systems.

Maintaining security & compliance

Ensuring compliance is time-consuming and requires significant resources. Yet, manual testing will likely miss the opportunity to demonstrate and sufficiently evidence regulatory compliance, protect sensitive data in the cloud environment, and ensure agent access to accurate and timely customer information, leading to costly fines and legal liabilities.

Improving service quality

Customers expect a frictionless experience and fast, reliable service using their channel of choice. So, your systems and applications need to improve agent performance and boost satisfaction.

But how confident are you that actionable insights into system performance are helping to optimize operations, optimize uptime, and improve customer satisfaction?

Open enrollment revenue generation

Over a few weeks each year, massive spikes in call volumes can lead to longer customer wait times and a surge of self-service, including chatbots that help triage inquiries. It's a “live load test” of the limits of your contact center with often stretched customer service resources to handle peak demand.

How confident are you that no call went unanswered?

Cloud migration & technology upgrades

Failure to maintain high performance after upgrades, pinpoint and resolve issues before 'going live’ and ensure multi-vendor system interoperability, seamless integration, and consistent service quality can lead to service disruption (unexpected downtime and outages), poor CX, customer churn, performance post-upgrade and costly post-production fixes.

Increased frequency of network outages

Frequent outages delay and disrupt services, causing customer frustration, dissatisfaction, and churn. Impacting compliance and regulatory response times or data security, brand reputation and revenue as customers switch to a competitor. Leading to call center staff handling large volumes, once service is restored, of customer inquiries and complaints.

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Get your free CX benchmark assessment

Take advantage of a free 7-day baseline assessment. Get detailed insight into the performance of your contact center to identify and fix issues that could lead to non-compliance.

Start Today