How to build your Omnichannel Healthcare report
> Indicators that your omnichannel report is a must have
| Reports are key to any Omnichannel Strategy. These are the indicators that you must take into account without fail. |
As we have already seen, applying Omnichannel in the field of Healthcare generates high impact added value for centers, healthcare institutions and medical service providers. We have also talked about the variety of healthcare processes to which it can be applied. However, in this opportunity, we want to talk about something very important in any omnichannel strategy: the report assembly.
Every strategy includes a report on whether the objectives were achieved. In addition, how was the performance of the actions carried out and what adjustments need to be made to implement improvements. In the case of the Omnichannel strategy, although it depends on the process and area where it was implemented, there are a series of indicators that remain in each report. These indicators are necessary to keep in mind not to lose sight of, especially in Health.
What are the pillar indicators of your Omnichannel reporting?
Single Records
The unique records are the potential(leads) that entered filtering possible duplications. Often, the same person can be contacted simultaneously through a social network and by phone. Therefore, an omnichannel strategy is responsible for giving fluidity to that contact and not repeating information. Unique records end up being a truthful data of the people who contacted our company.
Total Management
We call management any action that the operator performs on the record of a patient or associate; it is not necessarily equivalent to a contact. Unlike single records, a total management involves the operating time of typing, reading and other variables of the lead.
Time Management
Management times are broken down into different aspects: lead entry times, waiting time and the time it takes to contact the patient and associate. Also, the time it takes to resolve their query or the action to be taken.
Source
This indicator is also usually broken down because depending on our communication channels, we will have different KPIs to track. In any case, the important thing in any Omnichannel Strategy is to know the origin of the incoming leads. This will give you the guideline of what is the most effective communication channel for the process. Also, if it is necessary to close or open other means of contact with your patients and associates.
The omnichannel reports allow you to understand many more indicators. These indicators need to be looked at in detail and analyzed according to the specific objectives of your strategy. It is important not to leave out the process or area where the strategy is being developed. Also, what were the timeframes established to make decisions about possible adjustments.
Let's design together a solution for your operations, increasing productivity. Leave us your data here to coordinate an assessment with our specialists.
Remember that to learn more and stay up to date with the latest news from the world of technology and business, you can subscribe to our newsletter by clicking here.