Redsalud, Chile's leading private health network, set out to improve and optimize its customer care model to provide an exceptional experience for its patients. In collaboration with Izo, a company specialized in customer experience management, Redsalud carried out an exhaustive analysis of its Contact Center model.

The main objective of the project was to identify areas for improvement in Redsalud's customer care model and to design a new approach that would meet the needs and expectations of patients in a more efficient and effective way.

To achieve this objective, Izo carried out a detailed analysis of the Redsalud Contact Center model, examining the different contact flows and customer service processes. Interviews were conducted with patients and contact center staff to better understand their experiences and expectations.

Based on the findings of the analysis, Izo developed several Blueprints and fact sheets that outlined the desired contact flows for the customer. These documents served as the basis for the redesign of the new care model of the Redsalud Call Center.

The new customer care model implemented by Redsalud focused on improving the accessibility, efficiency and quality of the service offered to patients. New processes and protocols were established to ensure more agile and personalized care, as well as to facilitate the quick and effective resolution of queries and problems.

As a result of the collaboration between Redsalud and Izo, the private health network was able to significantly raise the quality of its customer care. Patients experienced a notable improvement in their contact experience with Redsalud, which resulted in greater satisfaction and loyalty to the brand.

In short, the collaboration between Redsalud and Izo allowed the private health network to improve its customer care model and offer an exceptional experience to its patients, reaffirming its position as a leader in the health sector in Chile.