Evolving patient communications with channel partnerships

Software solutions company Dataphiles has announced the expansion of its partnership with cloud communications provider Infobip, utilizing its entire SaaS portfolio to provide patient experiences across channels including LiveChat, SMS and email.

This incorporates the launch of a new Patient Portal via Dataphiles’ subsidiary company PatientComms. The portal enables dental practices to manage bookings, payments, check-in, form-filling and many other interactions via digital channels.

Aleksander Daic, regional head of partnerships at Infobip, said of the partnership: “Consumer behaviour has changed indefinitely, and businesses need to continue to innovate and transform to not just meet but exceed these high demands. The new Patient Portal goes far beyond simple booking requests. Utilizing our entire SaaS portfolio, Dataphiles can manage digital communications across a plethora of channels, while using our chatbot-building platform to automate more simple customer service requests and ensure dental practices can run as efficiently as possible. We are excited to continue this brilliant partnership.”

The Covid-19 pandemic has driven change in the way companies do business, especially in healthcare where the reliance on face-to-face communications and appointments has reduced significantly. Expanding on the virtual waiting room that was launched by PatientComms and Infobip at the beginning of the pandemic, the new portal helps streamline patient communications.

Infobip’s chatbot-building solution Answers is also being used to enable dental practices to communicate with customers via automation. Inbound enquires on dental treatments, practice information and opening hours can all be managed via a chatbot on the dentist practice’s website, then handed to a customer service representative when needed. This brings a new level of speed and availability to customer service, ensuring patients have access to more straightforward information without having to call or visit the practice.

Kieran Bentham, managing director at Dataphiles, said about the new solutions: “We were really impressed with the service provided by Infobip when launching our Virtual Waiting Room in 2020. So, as we looked to evolve our channel portfolio and elevate digital patient communications in tandem with the “new normal”, there was no doubt that we could rely on Infobip’s expertise and far-reaching range of programmable channels to make this a reality. My vision is to expand the service even further, with the ability for customers to book appointments directly via LiveChat and for practices to offer virtual, AI-powered dental exams from the comfort of a customer’s home."

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