- 12 June 2019 16:06
Game Changing social enterprise making a difference with CX technology
Winners of the 14th annual Genesys Customer Innovation Awards were announced at Xperience19 in Denver, Colorado on Monday, with New Zealand based Homecare Medical acknowledged for their extraordinary community service, critical agility, and unique use of the Genesys Customer Experience platform.
Honoured as the 2019 CX Game Changer (Making a difference with CX technology) Homecare Medical achieved greater population reach for its digitally delivered health and mental health services by adding digital telehealth support channels, resulting in a 92% increase in annual contacts across voice, web chat, email, SMS and social media.
During the qualifying 2018 period, Homecare Medical:
• Had an average of 2,218 contacts a day from nearly 577,000 users
• Helped 26,847 people start their quit smoking journey
• Nurses provided health advice to 413,927 people
• Poisons Officers helped 22,553 people
• Mental health teams supported 69,431 people
• Emergency triage nurses aided 39,200 people - keeping hospitals and ambulances available for emergencies
All while 74% of calls were answered in 20 seconds, 83% of calls in 60 seconds and 92% of calls within 3 minutes.
As a social enterprise providing centralised, critical, time-sensitive and complex health services to members of the community, the panel of international judges of the Genesys Customer Innovation Awards were impressed with Homecare Medical’s bespoke use of the Genesys platform: seen in this unique, full channel and rapid growth formation for the first time in New Zealand.
Andrew Slater, CEO, Homecare Medical and the driving force behind the rapid expansion, was onsite to receive the award. Leading a team of 30 who set up the integrated national telehealth service in just 15 weeks -which now has more than 400 staff based in four contact centres across the country - Mr Slater’s commitment to exceptional care never wavered.
“Providing assistance to a diverse range of community sectors including at risk individuals, and running 30 digital help channels covering critical services such as general health mental heath, addictions, poisons, sexual trauma, crisis services, and after-hours GP support, means we need to connect to people when they are most in need of help or support, and however they need us. Genesys enables us to do to that,” said Mr Slater.
The use of Genesys technology was highlighted with Homecare Medical’s remarkable response to the recent Christchurch terror attacks. Their unwavering commitment to Game Changing CX included delivering over 16,000 psychosocial sessions in the immediate aftermath of the devastating tragedy, truly representing an organisation making a difference with CX technology.