Sutter Shared Services Enhances Lead Outreach with Conversica AI Assistant
Technology Category
- Analytics & Modeling - Machine Learning
- Infrastructure as a Service (IaaS) - Virtual Private Cloud
Applicable Industries
- Healthcare & Hospitals
- Retail
Applicable Functions
- Sales & Marketing
Use Cases
- Chatbots
- Intelligent Packaging
About The Customer
Sutter Shared Services (S3) is a provider of health management and administrative services to physician groups and health systems across the nation. Their services are targeted towards large-scale healthcare providers who are either looking to build their own contact center or enhance the patient experience by delivering after-hours answering services and clinic access. S3 benefits from years of experience providing and perfecting these services for external groups as well as groups within Sutter Health. However, they faced challenges in engaging with the high volume of leads generated from trade shows, webinars, and interest outreach.
The Challenge
Sutter Shared Services (S3) provides health management and administrative services to physician groups and health systems across the nation. Their target audience includes large-scale healthcare providers who want to build their own contact center and those who are looking to enhance the patient experience by delivering after-hours answering services and clinic access. However, with a steady volume of leads from trade shows, webinars, and interest outreach, it was nearly impossible for the S3 Business Development team to engage with every lead. The team initially experimented with traditional Sales models of hiring Business Development reps to handle incoming leads, but budgetary realities prevented the team from growing at a rate necessary to meet demand.
The Solution
In an effort to improve and streamline outreach, the S3 Business Development team adopted Conversica’s Sales AI Assistant. The principal use case for Conversica within S3 is pre- and post-event outreach focused around a number of trade shows that S3’s Business Development team attends each year. The S3 Business Development team uses an iPad to capture attendees’ contact information at the booth where visitors play for prizes, receive gifts or are otherwise incentivized to share their information. Automation adds this data into Salesforce so a first-touch email can be sent, and then Conversica handles the rest. The S3 Business Development team uses Conversica’s AI Assistant “Amber.” As an Intelligent Virtual Assistant, Amber never gets tired, never takes a sick day and has near-unlimited lead outreach capabilities. This makes Amber and other Intelligent Virtual Assistants the perfect virtual coworker for people who need to spend their time and resources on more rewarding or complex tasks.
Operational Impact
Quantitative Benefit
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