Blog by Andy Stevens
Andy is the Delivery Director at Boxfusion Consulting. Andy spent the first part of his career working with Oracle databases before starting on Siebel CRM implementation projects in 2001. Working with Siebel Analytics (now OBIEE) along the way, Andy now has responsibility for client project delivery across Boxfusion's Siebel, OBIEE and CX Cloud projects.
Maternity Assist launches – on Oracle Service Cloud!
Posted by Andy Stevens on Fri, Jun 06, 2014 @ 4:53 PM
This week saw the official launch of the new Maternity Assist service at Liverpool Women’s Hospital in the UK – implemented by Boxfusion Consulting! This ground-breaking new service acts as a new channel of communication between midwives and the women they care for, via a multitude of digital, mobile and social touchpoints. The Maternity Assist concept was created by Professor Mary Steen and Duncan Fisher OBE, in response to the ever-increasing pressure on midwives in the UK National Health Service.
The solution was implemented by Boxfusion Consulting using our Healthcare Experience template which in turn is based on the Oracle Service Cloud (aka RightNow) technology, bringing cutting-edge Customer Experience (CX) best practice to the NHS.
The solution helps to address the concerns of all those involved in the cycle of healthcare experiences, including Healthcare Professionals and patients and their families.
Here are the some of the key features of Oracle Service Cloud utilised in the new solution:
- Dynamic searchable Knowledge Base – deflecting traffic away from midwives
- Smart Assistant – directing users to existing content, rather than creating a new Incident
- Leveraging outbound email campaigns to push out messages and notifications to mothers and family members at specific points in the pregnancy
- Portal seamlessly integrated within Liverpool Women’s Hospital website
We are proud to be involved in this fantastic initiative and you can learn more about our Maternity Assist Case Study here.
Boxfusion Consulting are a Specialized Oracle RightNow Implementation partner.
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