American Megatrends India, a high-end technology player focused on computing innovations, and a wholly owned subsidiary of American Megatrends Inc., USA (AMI USA),has successfully deployed its Feedback Management System (FMS) at all Apollo hospitals in Chennai and in select Apollo hospitals in Kolkata, Bhubaneswar and Ahmedabad. With FMS – a customer experience measurement tool, Apollo has gone paperless to quickly and effectively resolve customer problems and ensure excellence in its customer service management.
Apollo Hospitals Group, an integrated healthcare organization with owned and managed hospitals, diagnostic clinics, dispensing pharmacies and consultancy services, has had a conventional way of getting customer feedback. Apollo’s service excellence team would collect customer feedback in a printed form with many questions. All the data collected would be captured and saved in an excel sheet. This process did not address department-specific or doctor-specific issues.
Understanding the limitations of its existing customer feedback system, Apollo recently partnered with American Megatrends India to go paperless and make efficient use of its manpower. American Megatrends India’s FMS comes with a simple and appealing iPhone/Android application. The feedback collected from inpatient, outpatient, attendees, doctors and other hospital staff on FMS is strategically evaluated. American Megatrends India has customised the FMS solution for Apollo and integrated it with its AIMS (American Megatrends Infrastructure Management Suite) solution that allows the feedback to get escalated to respective departments. The web application of FMS provides dashboards and reports of the collected feedback.
Mr. Arvind Sivaramakrishnan, Chief Information Officer, Apollo Hospitals, added, “The opinion and feedback of customers are invaluable to us. We needed a solution that could capture and strategically analyze the collected feedback. We are glad to have partnered with American Megatrends India. The company’s Feedback Management System has provided a smart and user-friendly solution which has not only helped us in capturing customers’ feedback, but also in effectively engaging with them. Post FMS deployment at all our hospitals in Chennai and in select hospitals in Kolkata, Bhubaneswar and Ahmedabad, we now plan to implement FMS at our other hospitals in India.” The initiative will now be replicated to other Hospitals of the Group.
Commenting on the successful deployment of this project,Mr. Sridharan Mani, Director & CEO, American Megatrends India, said,“It is a huge honour to get this project from Apollo. This project bears testimony to Apollo’s endeavors to continually better its customer experience management. This project has set a new benchmark for the customer service excellence in hospitals, in India. We look forward to extending this solution to players in the hotel, airline and retail space.
American Megatrends will be showcasing the Feedback Management System in the 4th International Conference on Transforming Healthcare with IT that will take place in September 6thand 7th in Hyderabad, India.