Case Study

Redefining the patient experience

Ivy Healthcare collaborates with Innovantes for a complete digital transformation of its patient journey.

Challenge

Ivy Healthcare delivers high quality and cost-effective healthcare through its network of 7 super speciality hospitals serving a million patients each year. To further improve the patient experience, it wanted to embrace mobile applications and deliver a consistent patient experience across all digital touchpoints. The leadership strongly believed that moving from the telephone for patient appointment management to digital self-scheduling tools would help it deliver a competitive boost by improving efficiencies and enhancing patient engagement and satisfaction.

The Solution

After conducting a strategic assessment and developing a roadmap, Innovantes worked with the client and provided a wide range of services ranging from business consulting, application development, systems integration, program management, maintenance and business process outsourcing. The complete IT infrastructure was revamped and a new website, mobile apps and an advanced appointment engine were developed and deployed. The mobile application enabled the patients to find, compare, and book needed care across the entire network. Using push notifications, the client could push relevant patient education material through the app to the patients for better self-care.

Website

The redeveloped website was delivered on the .NET framework across 3 major releases in 4 months.

Mobile apps

Xamarin powered mobile apps helped quick deployment

Appointment scheduling engine

The scheduling engine helped move a significant percentage of appointments online

Consistent Experience

As part of a broader digital transformation, we helped Ivy make sure all their customer touchpoints were hitting the mark.

CRM

An advanced CRM with detailed drill-down capability to analyze data in real-time

The Impact

Setting new standards in operational excellence

20%

Appointments moved online in 3 months

35%

Improvement in back-office productivity in 6 months

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