About eDoctor

Given the rapid growth of smartphone technology and the increasing necessity of healthcare services, eDoctor was established to provide comprehensive, convenient, and quality healthcare right on smartphones.

eDoctor is the first proactive healthcare service application in Vietnam. Based on information technology, eDoctor enables users to connect with doctors easily anytime, anywhere. Users can use the app to get health consultations, look up medications and clinics, and access other healthcare services.

Customers booking appointments on the eDoctor web/app enter personal information such as name, phone number, email, etc. Then, eDoctor’s system assigns the customer to a staff member to contact and confirm the appointment, as well as provide other necessary information.

With the old call center system, both staff and patients faced many inconveniences due to the CRM and call center being two separate systems. After using Stringee PCC APIs to integrate the call center into the CRM, eDoctor resolved seemingly unsolvable issues in the user experience. Let's follow Stringee to learn more about how smart call center software is applied in online healthcare operations.

Businesses in fields such as real estate, study abroad consultancy, healthcare consultancy, etc., already had CRM software and phone call centers, with call and customer data stored separately on each software. Businesses stored customer information (name, phone number, issue, etc.) in separate files and then had to transfer that information back into the CRM software. This method was time-consuming and prone to errors and information gaps.

In the appointment scheduling process, customers need to access the eDoctor app and enter personal information such as phone number, name, email, etc. The eDoctor’s system then assigns the customer to a staff member to contact and confirm the appointment as well as provide information. Customers can also call back into eDoctor’s call center for additional information.

When customers called in, previously provided information was not displayed, and customers could not reach the correct staff member due to the old call center's random (or rotating) call distribution. This resulted in both patients and staff having to re-verify information from scratch, cross-referencing it with the CRM system.

Staff also faced inconveniences when calling customers because the CRM and call center were separate systems, requiring manual dialing. If staff needed to call a large customer list regularly, this method was a significant drawback that eDoctor needed to change quickly.

Thus, the crux of these issues lies in the call center and software operating separately. A solution to integrate the virtual call center into CRM software (customer relationship management software) to synchronize data, manage, and care for customers seamlessly was the answer to this problem. 

Stringee is a pioneer in Vietnam providing Stringee PCC APIs - (Programmable Contact Center APIs). Based on this technology, eDoctor can easily integrate CRM software and call center software and customize additional features of a complete call center such as IVR trees, queues, and call routing as per the business needs.

Immediately after successfully implementing Stringee PCC APIs, eDoctor’s CRM software was fully equipped with all the features of a smart customer service call center with many superior features.

All operations are performed on a single software. When customers call the business, with available data, the software automatically displays customer information for the call center staff, and calls are automatically routed to the correct staff member, thus personalizing the call and making customers more satisfied.

For eDoctor, staff can call customers with just one click directly on the CRM with "Call" buttons next to customer contacts. Batch calling with an automatic dialer saves significant time compared to the previous manual dialing method.

Notably, with Stringee PCC APIs, staff only need a computer with an internet connection, a headset, and one software to perform tasks that previously required a cumbersome system with many different software.

After using Stringee PCC API to build an integrated call center into CRM software, eDoctor’s management was very pleased that the longstanding problem had been solved, creating a better experience for both users and their staff.

Conclusion

eDoctor’s leadership stated they will continue to develop the application system and the current service model to become a platform that provides the best healthcare services to Vietnamese people across all social strata. Telemedicine, home healthcare, and preventive healthcare are major directions and service models that eDoctor will complete shortly.

With Stringee’s support and the determination of the leadership, these goals will soon be conquered by eDoctor.