How Digital Transformation Helps Customer Service in Healthcare Industry


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In the quest to deliver better customer service and differentiate from competitors, many key players in the healthcare industry today are more open to collaborate with technology partners, than they were in the last decade. With digital transformation, customer service in the healthcare industry has migrated from volume to value addition. It’s misleading to think that digital transformation is all about job automation and redundancy of workforce. Instead, it has become a revolution to help the customers at every step of the patient journey and treat them in the best possible way. The digitization is helping in the application of data, communication, and technology to engage people and redefine customer service.

“Transparency in healthcare services has become crucial in today’s medical facilities, where people are eager to know about their health issues alongside actionable steps. Technology, along with digital transformation, compels healthcare organizations to cater to the patients in a more personalized manner.Patients now are more aware of their options thanks to easier access for online second opinions.”says Dr.John Fuller, customer delight expert at DoctorSpring. Running the healthcare industry with the digitally means you have to look over the entire ecosystem of the health care firm and focus on providing more value to the patients.

Below are some crucial points that show how digital transformation is helping in the healthcare industry:

Data Storage-

In the healthcare industry, attending a patient and storing the data for future reference is essential. To optimize the patient’s care and anticipate the emerging health trends, new technologies are giving a new push to the healthcare industry. With this, you can now check out the patient’s health record across the globe and get attend the issue without repetitive medical observations.

Engagement with People-

Whether you are treating a patient or offering a service, customer interaction is essential. The best way to address the patient is by engaging with them. Digitalization has changed the scenario when it comes to getting connected with the patients. Now doctors can know more about the patients through previous health records and deliver the best possible customer service to them.

Operational Effectiveness-

The sole reason behind the improved outcomes and quality service in the healthcare industry is digital transformation. Customers can surf the entire information so that they can easily access on and pick up the best-informed choices. Innovative and new digital technologies are reducing clinical variations. Also, people are becoming more aware of the medical services they get along with their pros/cons on the health.

Cost and Operational Analytics-

Medical services are getting improved day by day, and it is helping in overall cost reduction. It helps to streamline the operations, to decrease the costs, and to offer low-cost medical services to the patients. Technologies have changed the security level and even helped a lot in marinating all kinds of records, whether it is structured or unstructured, that uncovers the actionable intelligence.

Sharing Insights in a new way-

When it comes to clinical analytics, new technologies have done a lot in this. With the powerful machine learning driven data model, the quality and the outcomes of the health service has improved significantly. Due to cluttered/unsorted health records, the medical services are affected and interrupted, as well. Now accuracy, completeness, and consistency are maintained in the healthcare industry. The best thing about digitalization is that professionals can share insights in a better way, making the whole process effective and quick.

Technology is not only changing the working procedure but also helping the healthcare industry to shift towards the next level of entertaining the patients. Health professionals are now able to explore more and can easily navigate reports that are working in the way of providing the best service to the patients. Everything has two sides of it wrong and right, but the healthcare industry should go for the goods of the digitalization not only to please the patients but also to achieve the best possible clinical outcome.

Haris Saeed
An experienced professional with more than 9 years of working experience and a performance leader in internet technologies, including -Web Research, Analysis and Architecture Search Engine Optimization.


  1. Hello! The article was published when the COVID-19 saga was just about to start. That’s why one trend that is nowadays at the top, hasn’t even mentioned here. Let me try to fix this flaw.

    Telemedicine is currently the most valuable trend here. Once people adopted social distancing, all the features helping to reign in the influence of humans, are very demanded.

    The motivation to decrease the human role was quite high even before the pandemic started (check and to find out why). But after the pandemic started, the arguments for decreasing the human factor where it’s possible became rock solid.


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