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Dental Clinic - Brighton

Case Studies

Client Overview:

This busy practice is all about customer service to their patients. They deal with a slightly older demographic of patients and therefore, the customer service levels have to be taken a notch higher.

Functions outsourced to Origo BPO:

Patient Account Set-Up, Patient Surveys

Client Challenges

They are a very busy practice, and due to word of mouth, growth was rapid. Keeping up to date with new patient entries was beginning to be an issue, and the administrative team was overstretched. It was not making financial sense to keep adding new administrative team members.
With the thought of expanding the business, the practice needed patient feedback and had trialled sending out patient surveys. Unfortunately, only 30% of surveys were returned which was not enough data to make an informed decision about expansion.
The practice trialed an outsourcing company, but due to continuous communication barriers, had to abruptly stop the service within 2 months.

The Origo Solution

Through a reference, we Origo was approached and we realised that the immediate issue was to ensure that patient records were entered timely and accurately. With our team in the Philippines who communicate in English fluently, the client was reassured that there would be no miscommunication issues.

As a result:

All new account-set ups occurred on the same day with a 99% accuracy (1% was common typo errors of misspelt names)
Personal calls were made to clients keeping in mind the demographic and the patients were more than happy to share the information without having to type anything out!
The dental practice was back to delivering excellence in service.

Key Highlights

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