Isala Hospital

Lead customers to the right appointment

The Isala Hospital is located in Zwolle (The Netherlands) and receives more than 3000 phone calls per day from people who want to make an appointment at an outpatient clinic. Previously, employees had to find the right protocol in multiple directories. This was unclear and time-consuming. Today, Isala uses interactive decision trees made with the Berkeley Publisher to lead the customer to the right appointment. The Isala employee asks questions derived from the question tree. Based on the answers that the customer gives, appointment options are provided. Because each customer enters the same process, uniformity is created. Customer input is easier and therefore faster to process.

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