client Story

GRM ROI

GRM ROI enhances efficiency and customer experience by reducing administrative burden through Zappix’s automated, digital engagement solutions.

About The Client

GRM ROI is a leading provider of Release of Information (ROI) services, specializing in managing medical record requests for healthcare providers. With a focus on compliance, security, and customer service, GRM ROI supports healthcare organizations in streamlining their documentation processes while ensuring regulatory adherence. Their commitment to operational efficiency and client satisfaction led them to seek a digital solution to transform their manual workflows into automated, streamlined processes.

Problem

GRM ROI faced significant challenges due to manual outreach efforts and administrative workloads:

  • Manual Outreaches and Efforts: The traditional voice-based communication was time-consuming, inefficient, and resource-draining, especially for routine ROI (Release of Information) requests.
  • Limited Availability: Staff was required to work extended hours to manage requests, impacting both efficiency and employee satisfaction.
  • Operational Bottlenecks: The manual process slowed down response times and impacted the overall customer experience.

To address these issues, GRM ROI needed a solution that could automate communication, reduce administrative tasks, and improve customer service quality.

"Zappix has been a complete game changer for us and has saved multiple administrative head counts."

-Mark Wilson, Director of Operations

The Solution

GRM ROI partnered with Zappix Digital Engagement Solutions to transition from manual processes to a fully automated and digital engagement strategy. Zappix implemented the following products to transform GRM ROI’s operations:

1. Digital Self-Service

  • Visual IVR/Web App: GRM ROI’s patients gained access to a self-service platform where they could easily submit ROI requests and track their progress.
  • FAQs: Patients could access an up-to-date, comprehensive list of frequently asked questions, reducing the need for direct agent interaction.

2. Digital Agent Assist

  • Link-based ROI Requests: Zappix enabled agents to send a direct link to patients, allowing them to quickly and securely submit their ROI requests without the need for voice calls or additional follow-up.

3. Digital Outreach

  • Automated Notifications: Zappix orchestrated notifications sent to patients at critical stages, including:
    • ROI Request Created
    • Ready for Payment
    • Please Pay
  • Integration with Payment Platforms: The outreach process was linked to GRM ROI’s payment platform, streamlining payment processing directly through notifications.

Impact

On Competitiveness

The transition to a fully digital and automated experience allowed GRM ROI to offer a branded, modern experience for each of their clients, setting them apart from competitors still relying on traditional methods.

On Customer Experience

Patients experienced faster response times, increased access to self-service options, and streamlined communications, leading to higher satisfaction and a more seamless experience.

On Workflow Processes

By shifting from manual to automated outreach, GRM ROI significantly reduced administrative burdens, optimized staff workflows, and improved operational efficiency.

Key Features

Automated Workflows and Outreach

By automating previously manual workflows, GRM ROI drastically improved response times and reduced reliance on staff, allowing agents to focus on higher-value tasks.

Branded Client Experience

Each client received a customized, branded experience through Zappix, ensuring that communication and outreach remained consistent with GRM ROI’s brand.

24/7 Availability

The self-service options and automated outreach provided by Zappix allowed GRM ROI to offer round-the-clock access for patients to request and track their ROI, significantly reducing the need for West Coast staff during late hours.

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