How Auckland Eye transformed patient care with Dialpad Ai

At Auckland Eye, delivering exceptional patient care is more than a mission—it's a passion. As one of the largest private ophthalmology clinics in New Zealand, they are renowned for their state-of-the-art treatments and its commitment to improving the vision and lives of their patients. With 18 specialists and multiple locations across the country, including their main site in Auckland, Auckland Eye sets the standard for excellence in eye care.

Pariket Dhabuwala, the Patient Services Manager at Auckland Eye,  plays a pivotal role in ensuring everything operates smoothly across all clinics. His responsibilities include overseeing the reception team and managing clinic appointments, ensuring every patient's journey is seamless and comfortable.

In the quest to maintain and elevate their high patient service standards, Auckland Eye recognised that their existing phone system wasn’t serving them anymore. This led them to explore solutions that could offer greater visibility and efficiency.

“Reporting was a major pain point for us.”

Before partnering with Dialpad, Auckland Eye struggled with a fragmented communication system that hampered visibility and efficiency. "With our previous provider, the application was basic. It lacked features like visibility into the number of incoming calls, staff that were online, and easy access to recordings," recalls Pariket.

The reporting process was especially problematic. "Reporting was a major pain point for us. The reports we received weren't clear, and the data didn't make sense. We couldn't set KPIs or goals for customer satisfaction because we didn't have clear data," Pariket explains. This lack of reliable data hindered their ability to measure performance and improve customer service. That’s when their technology advisor, Customer & Network Solutions (CNS) recommended Dialpad to resolve these pain points. 

The move to Dialpad was smooth: "We were able to fully migrate to Dialpad within four months of purchase. The platform is very intuitive, and we can now get each new user up and running in just 15 minutes," says Pariket.

Improving visibility into call centre operations for quicker workflows

Previously, accessing critical information about call activities was cumbersome and time-consuming. "Getting that call recording was a long process. We had to contact the provider, and they would look into it after asking a million questions," recalls Pariket.

With Dialpad, the process is drastically simplified. Pariket notes, "Now, I can easily see how many calls are in the queue, and it's very easy to track down a specific phone call by searching for the caller's number, the user who answered the phone, or even keywords from the conversation." This immediate access to call data allows the team to address issues promptly and efficiently, ensuring a smoother workflow.

The administrative portal in Dialpad has also been a game-changer. "Before, every time we had to change our call flow, we had to get someone to record all the messages, and then IT had to do a lot of work. It was a big task," Pariket explains. Now, changes can be made quickly and easily, saving valuable time and resources. "We just type the message, and Dialpad will put it in place," he adds.

This enhanced visibility and ease of use mean the team can respond to problems more swiftly. "If someone is calling me while I’m on a phone call, I can quickly go into that contact centre, see what's happening, and look into the problem," Pariket says. This ability to monitor and adjust in real-time ensures that Auckland Eye can maintain high standards of service and efficiency.

Increasing efficiency with voicemail, Ai Transcription, and Custom Moments

Before Dialpad, efficiency at Auckland Eye was often compromised by cumbersome processes and limited functionalities. Tasks that should have been straightforward were bogged down by outdated systems. With Dialpad, features like voicemail transcription, call transcription, and custom moments have transformed their operational efficiency.

Voicemail transcription has been particularly beneficial. "The voicemail feature where you can quickly identify urgent messages is incredibly useful," says Pariket. This feature not only transcribes voicemails but also compiles calls from the same patient, providing a quick recap of their history. This saves the team valuable time that would otherwise be spent listening to and manually transcribing messages.

AI-powered call transcription further enhances efficiency by automatically transcribing calls in real-time. "The transcription feature allows you to read what the patient is saying, saving a lot of time in taking notes," Pariket explains. This ensures that critical information is captured accurately and can be easily referenced later, streamlining the documentation process.

In addition, custom moments also play a crucial role in improving workflows. By capturing key points during calls, these moments provide quick access to important information. Pariket notes, "Custom moments are being utilised when captured in transcriptions and voicemails, allowing us to quickly identify and act on critical call details." This targeted approach ensures that the team can address specific issues more efficiently without sifting through entire conversations.

Identifying training opportunities and improving call performance

Before Dialpad, managing peak times and optimising staff performance at Auckland Eye was a significant challenge. The team lacked the tools to effectively monitor call volumes, identify training needs, and manage their workforce efficiently. This often led to missed calls, long wait times, and an overall decline in service quality.

With Dialpad’s Contact Center, the Auckland Eye team can avoid missed calls and long call wait times. "We currently have an alert set up that notifies designated people if there are four or more callers in the queue or if any call has been waiting for five minutes or more," says Pariket Dhabuwala, Patient Services Manager. "This feature is really helpful because it means I don't need to constantly monitor the phone lines and can focus on other tasks," Pariket adds.

Additionally, the contact centre analytics provide valuable insights into call patterns, showing the exact times and days when incoming calls are highest. This data helps Auckland Eye manage their workforce more effectively. "The heatmap section is helpful for managing the workforce and ensuring that we have the right number of agents online during peak times," Pariket notes.

Dialpad's call centre analytics further enhance operational efficiency by providing detailed metrics on call performance. The team can measure service levels, track the number of calls answered within a specific time frame, and identify who needs more training. 

"We measure our performance based on several factors, including the number of phone calls we answer, how many we miss, and the average time it takes to answer a phone call," Pariket explains. This data-driven approach allows the team to pinpoint areas for improvement and provide targeted training to staff members.

If there is a significant gap in performance, the analytics help identify these discrepancies quickly. "If we notice a wide gap in the number of calls answered by particular users, we'll have a conversation with the team member to identify any barriers preventing them from taking calls," Pariket says. This helps to address training opportunities promptly and improve overall call performance.

With Dialpad, Auckland Eye has transformed how they manage their call center operations. The ability to proactively manage peak times, utilise detailed call analytics, and identify training needs has significantly improved their efficiency and service quality, ensuring they continue to deliver exceptional patient care.

Looking ahead: Integrating their patient management system through custom APIs

Auckland Eye has experienced remarkable success with Dialpad, transforming their communication and operational efficiency. Features such as voicemail transcription, AI transcription, and custom moments have significantly improved their workflow, making it easier for the team to manage patient interactions and streamline processes. Enhanced visibility into call centre operations, proactive alert systems, and detailed analytics have empowered Auckland Eye to deliver exceptional patient care and identify training opportunities promptly.

As they look to the future, Auckland Eye is excited about further leveraging Dialpad's capabilities. One of their key goals is to integrate their existing patient management system through custom Dialpad APIs. This integration will enable seamless access to patient information during calls, reducing the need to switch between systems and enhancing overall efficiency.

With Dialpad as their trusted partner, Auckland Eye is poised to continue driving innovation and excellence in patient care. The future looks promising as they explore new ways to utilise Dialpad's advanced features to meet their evolving needs and deliver even better service to their patients.