Conception and strategy of building a digitized hospital customer service system
10.3760/cma.j.issn.1000-6672.2012.05.015
- VernacularTitle:数字化条件下医院客户服务体系构建的总体构想与实现策略
- Author:
Chongde SHEN
;
Junlong SHEN
- Publication Type:Journal Article
- Keywords:
Hospital management;
Digitized;
Customer service;
Customer relation management
- From:
Chinese Journal of Hospital Administration
2012;28(5):364-367
- CountryChina
- Language:Chinese
-
Abstract:
Building a digitized and customer-oriented hospital customer service system is conducive to better service at the hospital.Such a system is an open customer service and management system,comprising digitized customer relation management and service platform,digital intelligent IVR customer service system,video interaction service system for hospital wards,IOT-based health management and service system,and 3G-based seamless pre-hospital and post-hospital green emergency rescue system,as well as other customer service systems including the outpatient auto-calling,self-service,information release,payment management,and IOT-based customer management system.By means of thorough customer analysis,automatic service trigger-off mechanism and considerate customer service,digitized hospital customer service system realized value of the hospital while providing the customers with valuable services.
