Omnichannel: key tool for customer service improvement and innovation in the healthcare sector

Luis Alberto Nieto Porto, Diana Teresa Parra-Sánchez

Research output: Articles / NotesScientific Articlepeer-review


The SAGICC platform stands out as an innovative omnichannel solution in the healthcare sector, enhancing interactions between providers and patients while fostering organizational agility amid the challenges posed by the COVID-19 pandemic. This theoretical study delves into the integration and functionality of SAGICC, highlighting its alignment with the diffusion of innovation theory and its potential to improve customer experience. Through an in-depth analysis of its modules—Bot Builder, Omnichannel Surveys, and OmniWidget—the study illustrates how SAGICC supports continuous and efficient patient care while bolstering technological readiness and staff training. Theoretical and practical discussions emphasize the significance of a well-implemented omnichannel strategy with profound implications for digital transformation in healthcare.

Translated title of the contributionOmnicanalidad: herramienta clave para la mejora de la atención al cliente y la innovación en el sector salud
Original languageEnglish
Pages (from-to)39-51
Number of pages13
JournalRevista Colombiana de Computación
Issue number2
StatePublished - Jul 2023
Externally publishedYes


  • Artificial Intelligence
  • Customer experience
  • Diffusion of Innovation
  • Digital transformation
  • Omnichannel

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