A Healthcare Provider Reduced Call Routing Delays by 61% with 360 CTI

How a U.S. Healthcare Provider Reduced Unnecessary Call Transfers by 61% with 360 CTI 

A U.S.-based healthcare provider needed a better way to manage patient calls across appointments, billing, care coordination, follow-ups, and general service inquiries. High call volume, manual dialing, repeated transfers, and disconnected call records meant patients were explaining their situation multiple times across multiple teams — and still not always reaching the right person. 

With 360 CTI Salesforce Calling Solution and AI Call Routing, the provider brought inbound and outbound calling directly into Salesforce. The solution helped agents use click-to-dial, manage call controls, route callers to the right team, reduce unnecessary transfers, and auto-log call duration, notes, outcomes, and next steps in Salesforce. 

In this case study, you’ll learn how we: 

-Reduced unnecessary patient call transfers by 61% with intelligent routing based on inquiry type
— Improved first-call routing accuracy by 44% — fewer patients reaching the wrong team
— Helped agents handle patient follow-ups 36% faster with full call context visible in Salesforce
— Reduced missed calls during peak hours by 29% with IVR and call distribution rules
— Cut manual call logging effort by 32% with automatic outcome and note capture in Salesforce
— Gave supervisors real-time visibility into call volumes, agent activity, and unanswered follow-ups