This article is sponsored by DecisivEdge. In this Voices article, Behavioral Health Business sits down with Karl D. Fischer, CCXP Managing Director of Customer Experience Transformation, DecisivEdge, to talk about the importance of working with an integration partner as they accelerate their pace of digital adoption. He explains the difference between integration and implementation, as well as the key challenges of the integration process and how to overcome them. He also breaks down the benefits of successful integration and the factors that lead to success.
Behavioral Health Business: What is new at DecisivEdge since you last spoke with BHB?
Karl Fischer: We have developed two new software products specifically designed for treatment centers. The first one is a transportation management program called aSureRide. It addresses a common challenge faced by residential centers that provide transportation services. Previously, admissions agents had to put customers on hold, contact the fleet area, and coordinate ride schedules, leading to long wait times and potential callbacks. With aSureRide, admissions agents can now schedule and track transportation requests directly from their CRM platform. They can monitor the progress of the transport and provide real-time updates to customers, improving efficiency and customer satisfaction.
The second product we created is SimpliTalkCX, a workforce optimization tool for call centers. Many admission centers struggle with effectively forecasting and creating schedules for their contact centers. This can result in increased hold times, higher call abandons, and missed opportunities to serve and accommodate patients. SimpliTalkCX is a cost-effective solution designed for contact centers with up to 150 agents, empowering them to maintain control over their operations. By ensuring proper staffing levels aligned with calling demand, the tool helps optimize operations and enhance the overall performance of the contact center.
These software solutions were developed with treatment centers in mind, addressing specific pain points and operational challenges to streamline processes, improve efficiency, and ultimately provide better experiences for both admissions agents and patients.
What are some of the key problems you see when a treatment center’s tools are not effectively integrated into its operation?
Failing to properly integrate tools into a treatment center’s operations can lead to several key problems that ultimately impact the client and agent experience.
Firstly, limited visibility into the entire patient relationship becomes a challenge. Without proper integration, it can be difficult to access a comprehensive view of the patient’s history, treatment progress, and any relevant information across different systems or departments. This lack of visibility can hinder effective decision-making and personalized care.
Additionally, the experience for both clients and agents may be compromised as the experience often becomes disconnected and impersonal. Workflows may rely on manual processes and duplicate data entry, resulting in prolonged calls and an increased risk of errors. Agents may also have to navigate multiple systems and sign-ins that can lead to a disjointed experience for both parties. This inefficiency, often referred to as the “Swivel Chair” approach, not only frustrates clients, but also hampers agents’ ability to provide timely and accurate support.
Moreover, call routing may suffer from basic and ineffective mechanisms. Without proper integration, calls that are unrelated to admissions may still reach the admissions area, causing unnecessary disruptions and delays in attending to relevant calls.
From your perspective, what is the difference between implementation and integration?
Implementation refers to the process of deploying a platform or technology, and ensuring that it is installed and operational. It is a transactional activity with the goal of getting the system up and running efficiently. Once the implementation is complete, the platform can be used as intended.
Integration, on the other hand, builds upon the implementation process. While implementation focuses on getting a single platform functioning, integration takes it a step further by combining multiple platforms or systems to create a more comprehensive and interconnected system. Integration aims to leverage shared data and functionalities across these platforms, creating a seamless flow of information and enhancing overall efficiency.
Integration is a transformative process as it brings together disparate systems and enables them to work harmoniously. It goes beyond the initial implementation and seeks to optimize the utilization of data and resources. Organizations can unlock new possibilities, streamline processes, and improve decision-making capabilities by integrating various platforms.
Why is there a gap in the integration process, and why does this strategy fail?
The integration gap and strategy failure stem from a narrow channel-centric focus, over-reliance on vendor references, and industry-wide struggles with customer experience (CX) initiatives. To address these challenges and enhance integration, organizations should take a comprehensive approach that considers the entire customer journey, aligns strategies across departments, and involves stakeholders in building effective processes. Collaboration with vendors beyond installation expertise is crucial to ensure seamless integration across various touchpoints. By adopting a holistic and collaborative approach, organizations can bridge the integration gap, overcome CX challenges, and deliver exceptional customer experiences.
What are the benefits you expect to see from successful integration, and what factors lead to success?
Successful integration offers a range of benefits, including streamlined processes, improved data accessibility and synchronization, enhanced collaboration, scalability, and a better customer and agent experience. It eliminates manual tasks, automates workflows, and boosts productivity. With integrated systems, data becomes easily accessible and synchronized, enabling real-time information sharing and better decision-making. Silos are broken down, fostering collaboration and efficiency. The flexibility of integrated frameworks allows for scalability and growth.
To ensure successful integration, providers must align with company objectives, understand the organization’s needs, and gather feedback from customers and agents. Cross-functional collaboration is crucial, bringing together diverse perspectives and aligning goals. Data sharing and technology alignment are also vital considerations for effective integration. By adopting a strategic and collaborative approach, organizations can achieve seamless integration, leading to improved customer experiences, operational efficiency, and overall success.
What’s the best advice you can give an organization struggling with their current platform or looking to enhance it?
If an organization is looking to enhance its integration capabilities, it needs to choose an integration consultancy with industry experience. Prioritize those with a strong track record and experience in a specific industry niche. Their industry expertise will enable them to understand each agency’s unique challenges, requirements, and best practices, resulting in a more effective integration solution.
Providers should also be cautious of low-cost implementation partners because while cost is an important factor, it’s essential to balance it with quality and expertise. Low-cost implementation partners may initially seem attractive, but they can often lead to delays, rework, and other hidden costs in the long run. Prioritize value and reliability over short-term cost savings to ensure a successful integration project.
Lastly, the focus should be on customer experience. Providers need to consider how the integration will impact their customers and aim to minimize any disruptions or negative effects on their experience. By prioritizing customer experience throughout the integration process, organizations can ensure a seamless and positive journey for their customers.
In a couple of words, finish this sentence: “In 2023, the behavioral health industry has been defined by…”
…Demand, Diversity and Discipline.
Editor’s note: This interview has been edited for length and clarity.
As a leader in the treatment center space, DecisivEdge is focused on enhancing the effectiveness of the admissions contact center – the gateway to a facility’s success. We specialize in Business Transformation and have a long track record for leveraging our expertise to make an impact in the Behavioral Health vertical. Contact karl fischer @ [email protected] or call him at 302-383-2516.
The Voices Series is a sponsored content program featuring leading executives discussing trends, topics and more shaping their industry in a question-and-answer format. For more information on Voices, please contact [email protected].