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

Luis Alberto Nieto Porto; Diana Teresa Parra-Sánchez

doi:10.29375/25392115.4850

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

Luis Alberto Nieto Porto, Diana Teresa Parra-Sánchez

Research output: Articles / Notes › Scientific Article › peer-review

Abstract

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 contribution	Omnicanalidad: herramienta clave para la mejora de la atención al cliente y la innovación en el sector salud
Original language	English
Pages (from-to)	39-51
Number of pages	13
Journal	Revista Colombiana de Computación
Volume	24
Issue number	2
DOIs	https://doi.org/10.29375/25392115.4850
State	Published - Jul 2023
Externally published	Yes

Keywords

Artificial Intelligence
Customer experience
Diffusion of Innovation
Digital transformation
Omnichannel

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Cite this

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title = "Omnichannel: key tool for customer service improvement and innovation in the healthcare sector",

abstract = "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.",

keywords = "Artificial Intelligence, Customer experience, Diffusion of Innovation, Digital transformation, Omnichannel",

author = "Porto, {Luis Alberto Nieto} and Parra-S{\'a}nchez, {Diana Teresa}",

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AU - Parra-Sánchez, Diana Teresa

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

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Keywords

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