Case Study: HAP Zeeland

How we help HAP Zeeland to deliver an outstanding and efficient customer service whilst exceeding fixed industry targets.

The Problem

Huisartsenpost (HAP) Zeeland is an out-of-hours GP replacement service in the South-West Netherlands, comprising a team of 110 physicians which delivers critical care and health consultancy to over 90,000 people. HAP responds to 55,000 enquiries per year and is responsible for delivering services across three cities.

The nature of healthcare means that HAP Zeeland’s contact centre is often subject to completely unstructured demand, with health issues affecting unpredictable numbers of patients at unpredictable times. When spikes in contact demand occurred, HAP’s existing communications system was unable to scale to handle larger volumes of enquiries. This increased the risk of patients with urgent health requirements not receiving the vital consultancy they required, and meant that urgent enquiries could not be prioritised over non-urgent ones.

Furthermore, HAP was unable to view detailed information on contact handling from its existing system, impeding vital service improvements. There was also limited insight into consultant activities, which prevented targeted training to optimise consultant performance. Facing pressure from industry regulators such as the Association Huisartsenposten Netherlands (SMD) to not only demonstrate successful call answering within 30 seconds but also to provide evidence of staff activities and availability to meet exacting targets, HAP Zeeland needed a way to improve its communications capabilities. It also needed to optimise patient accessibility to ensure that vital enquiries were dealt with as a matter of priority, and optimise its adherence to industry standards.

The Solution

Content Guru deployed a Cloud Contact Centre solution for HAP Zeeland through storm®, the world’s largest Communications Integration platform. storm delivers intelligent Automated Contact Distribution (iACD®) routing across all interactions, using algorithms to evaluate the priority of enquiries and ensuring that patients are always connected to a relevant, available HAP agent who will be able to provide instant care. Critical patients are connected immediately through to a physician. If a contact site becomes overloaded, enquiries seamlessly fall over to a back-up site, providing patients with consistent service and ensuring HAP meets the industry targets.

The platform’s effectively unlimited capacity enables it to scale to any level of unpredictable demand, even during HAP’s peak times in July and August, enabling HAP to ensure that it can process every enquiry no matter how severe. Additionally, HAP Zeeland makes savings on deploying additional consultants at a moment’s notice, as well as eliminating the need to implement overly expensive on-premise equipment, with services instead charged through storm’s OpEx billing model.

Real-time and historical reporting enable HAP Zeeland to assess the effectiveness of its services, including contact handling time and granular agent activities. Agents also gain full visibility over their colleagues’ availability, ensuring they can better respond to referral enquiries. Through a customisable dashboard, HAP receives automatically-generated weekly reports, providing crucial in-depth management information to ensure it complies with SMD’s regulations. Automated call recording through storm is now on the HAP roadmap.

The Problem

Huisartsenpost (HAP) Zeeland is an out-of-hours GP replacement service in the South-West Netherlands, comprising a team of 110 physicians which delivers critical care and health consultancy to over 90,000 people. HAP responds to 55,000 enquiries per year and is responsible for delivering services across three cities.

The nature of healthcare means that HAP Zeeland’s contact centre is often subject to completely unstructured demand, with health issues affecting unpredictable numbers of patients at unpredictable times. When spikes in contact demand occurred, HAP’s existing communications system was unable to scale to handle larger volumes of enquiries. This increased the risk of patients with urgent health requirements not receiving the vital consultancy they required, and meant that urgent enquiries could not be prioritised over non-urgent ones.

Furthermore, HAP was unable to view detailed information on contact handling from its existing system, impeding vital service improvements. There was also limited insight into consultant activities, which prevented targeted training to optimise consultant performance. Facing pressure from industry regulators such as the Association Huisartsenposten Netherlands (SMD) to not only demonstrate successful call answering within 30 seconds but also to provide evidence of staff activities and availability to meet exacting targets, HAP Zeeland needed a way to improve its communications capabilities. It also needed to optimise patient accessibility to ensure that vital enquiries were dealt with as a matter of priority, and optimise its adherence to industry standards.

The Solution

Content Guru deployed a Cloud Contact Centre solution for HAP Zeeland through storm®, the world’s largest Communications Integration platform.storm delivers intelligent Automated Contact Distribution (iACD®) routing across all interactions, using algorithms to evaluate the priority of enquiries and ensuring that patients are always connected to a relevant, available HAP agent who will be able to provide instant care. Critical patients are connected immediately through to a physician. If a contact site becomes overloaded, enquiries seamlessly fall over to a back-up site, providing patients with consistent service and ensuring HAP meets the industry targets.

The platform’s effectively unlimited capacity enables it to scale to any level of unpredictable demand, even during HAP’s peak times in July and August, enabling HAP to ensure that it can process every enquiry no matter how severe. Additionally, HAP Zeeland makes savings on deploying additional consultants at a moment’s notice, as well as eliminating the need to implement overly expensive on-premise equipment, with services instead charged through storm’s OpEx billing model.

Real-time and historical reporting enable HAP Zeeland to assess the effectiveness of its services, including contact handling time and granular agent activities. Agents also gain full visibility over their colleagues’ availability, ensuring they can better respond to referral enquiries. Through a customisable dashboard, HAP receives automatically-generated weekly reports, providing crucial in-depth management information to ensure it complies with SMD’s regulations. Automated call recording through storm is now on the HAP roadmap.

Before

After

HAP Zeeland’s existing communications system delivered limited Management Information, which not only impeded service improvement but also inhibited adherence to regulations. storm® provides Management Information over all interactions and all consultant activities, enabling HAP to continually improve services and comply with stringent industry regulations.
Patients could be forced to wait long periods of time for enquiries to be answered, impacting on vital care and preventing HAP Zeeland from complying with critical industry regulations. Multiple HAP Zeeland locations are unified in the cloud, with iACD® ensuring that patients are routed to an available agent. Contact answering time is now within the 30-second standard time.
When contact volumes spiked, systems could not scale to handle the demand, and a lack of routing intelligence meant that critical patients could have to wait for care they needed urgently. storm automatically scales to handle any concurrent volume of demand, with iACD prioritising patients and ensuring that critical enquiries are immediately handled.
Consultants and agents were unable to view real-time presence information of their colleagues, making it impossible to effectively transfer patients who require expert care and impacting on the quality of service. Real-time presence capabilities integrated into the storm agent and reporting interfaces deliver complete visibility over all colleague activities, ensuring that HAP Zeeland can operate efficiently and provide high levels of service.

How it Works

  1. Patients connect to HAP Zeeland through the storm® platform in order to make an enquiry.
  2. storm’s intelligent Automated Contact Distribution (iACD®) technology prioritises patients and distributes enquiries to available contact centres, regardless of the patient’s original location.
  3. Critical patients are connected immediately through the priority menu using storm IVR, where they will jump the enquiry queue to receive immediate assistance.
  4. If all agents are busy at a local site, the enquiry is automatically routed to one of HAP’s alternative sites, delivering optimal patient accessibility.
  5. A real-time dashboard and weekly reports deliver Management Information across all communications and staff activities.
“HAP Zeeland delivers critical out-of-hours healthcare support to over 90,000 people in the Zeeland province, which makes us the frontline care provider for over two-thirds of every week. In our sector, health issues can be completely unpredictable, so it is vitally important that our services are always available. But often large numbers of patients can make contact at the same time with a variety of problems. Our previous system had no way of prioritising or predicting these spikes in demand, forcing critical patients to wait for the services they needed straight away, while our consultants were occupied with routine enquiries. storm® uses intelligent contact routing to connect patients to the most appropriate resource for their enquiry, enabling us to talk to priority customers immediately. The service also delivers complete visibility over all communications, allowing us to continually enhance our services. HAP Zeeland is now a technological pioneer in our industry, blazing a trail for other care providers”
Camiel Rentmeester, ICT Manager, HAP Zeeland.

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