Digital Customer Operations for Healthcare (Life Sciences and Med-Tech focus)

Drive frictionless patient and customer experiences

Digital Customer Operations for Healthcare (Life Sciences and Med-Tech focus) Outcomes Graphic

Driving frictionless customer interactions across the healthcare ecosystem

Capgemini’s Digital Customer Operations for Healthcare solution puts the patient and customer at the center of your business to deliver a seamless and connected digital health experience.

Our next-generation contact center service solution provides a digitally augmented yet human-centric experience through a persona-influenced service design that integrates humans and technology. This enables you to drive more meaningful, emotive, and frictionless customer relationships with your patients and customers across the entire healthcare customer ecosystem – to deliver:

  • $10 million in savings by using personalized automation to improve customer experience
  • 85% confidence score achieved through the use of customized natural language processing
  • 80% reduction in total transaction time
  • 15% increase in Net Promoter Score.

Reinvent customer experience for the Life Sciences and Med-Tech industry

By combining a deep understanding of the healthcare value chain and an in-depth expertise of business process support, Capgemini delivers superior, frictionless business outcomes and increased patient, customer, and healthcare provider satisfaction. In turn, this provides increased value:

For patients and customers:

  • Enriched, personalized patient and customer experience
  • Frictionless, omnichannel patient and customer journey
  • Increased patient wellness

For life science and med-tech providers:

  • Increased patient satisfaction scores
  • Enhanced patient engagement and customer conversion
  • Increased operational efficiency

Our solution guides patients and providers through complex information about diagnosis and treatment choices, information on the financial aspects of care, and day-to-day care management such as medication reminders, symptom monitoring, and nursing support. This leads to the establishment of a closed-loop feedback mechanism that drives an enhanced quality of life, increased adherence to medical routines, a reduction in hospitalizations and ER visits, and increased patient survival rates.

Capgemini’s Digital Customer Operations for Healthcare solution drives frictionless customer interactions and synergies across your upstream and downstream process value chain. In turn, this helps you transition to – what we call – the Frictionless Enterprise.

The Frictionless Enterprise-blockchain for the supply chain

To learn more about how Capgemini’s Digital Customer Operations for Healthcare helps you deliver a superior, frictionless patient and customer experience, contact: businessservices.global@capgemini.com

DCO for Healthcare