How to build your Omnichannel Healthcare report

> Indicators that your omnichannel report is a must have

As we have already seen, applying Omnichannel in the Healthcare field generates high impact added value for healthcare centers, healthcare institutions and medical service providers. We have also talked about the variety of healthcare processes to which it can be applied;however, in this opportunity, we want to talk about something very important in any Omnichannel strategy: the report assembly.

Every strategy includes the preparation of a report that shows whether the objectives set were achieved, how the actions that were carried out performed and what adjustments need to be made in order to implement improvements. In the case of the Omnichannel strategy, although it depends on the process and area where it was implemented, there are a series of indicators that remain in each report and that it is necessary to keep in mind not to lose sight of, especially in Health.

What are the pillar indicators of your Omnichannel reporting?

Single records

The unique records are the potential (leads) that entered filtering possible duplications. Often, the same person can be contacted simultaneously through a social network and by phone. Therefore, an Omnichannel strategy is responsible for giving fluidity to that contact and not repeating information. Unique records end up being a truthful data of the people who contacted our company.

Total transactions

We call management any action that the operator performs on the record of a patient or associate; it is not necessarily equivalent to a contact. Unlike single records, a total management involves the operational time of typing, reading and other variables of the lead.
Management times

Management times

Management times are broken down into different aspects: lead entry times, waiting time and the time it takes to contact the patient and associate, as well as the time it takes to resolve the consultation or the action to be taken.

Source

This indicator is also usually broken down because depending on our communication channels, we will have different KPIs to track. In any case, the important thing in any Omnichannel Strategy is to know the origin of the incoming leads because this will give you the guideline of what is the most effective communication channel for the process and if it is necessary to close or open other means of contact with your patients and associates.

Omnichannel reports allow you to understand many more indicators that you need to look at in detail and analyze according to the specific objectives of your strategy. It is important not to leave aside the process or area where the strategy is being developed and what were the established timeframes to make decisions about possible adjustments.

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