The 2020 COVID-19 pandemic took the world by storm rapidly spreading across countries and presenting one of the toughest health crises the United States has faced. When COVID-19 vaccines began to roll out to the public in 2021, health care providers and public sectors around the United States struggled to implement self-service pre-registration technology for residents to get their vaccinations. In 2021, Impekable was approached by one of their communication and technology partners to consult on two different COVID-19 vaccine registration projects for a US hospital group and a US municipality (“the clients”).
The common challenge these two clients faced was not having a scalable telecommunications system enabling residents to self-serve and pre-register for vaccine appointments without needing to speak to an agent to make an appointment. Due to the influx of calls to the respective call centers, both of the clients struggled with extremely long wait times which made it challenging for residents to connect with a live agent.
With the rollout and growing demand of COVID-19 vaccinations, both projects had extremely tight and urgent time constraints. Our engineering team needed to be aware of changes and new information on a weekly basis, sometimes daily, as development progressed. We adapted to these needs and ongoing changes through tightly coordinated project management practices, daily standups and weekly update meetings. With our focus on quick execution, regular communication and by leveraging technology partners Twilio and Google Cloud Platform, Impekable was able to build an Interactive Voice Response (IVR) for each contact center enabling residents to pre-register for COVID-19 vaccinations without needing to speak to a live agent.
Impekable developed, deployed, and tested a custom IVR solution in record time, less than three weeks, and once it was deployed the solution immediately increased efficiency and speed of service.
Customers had access to essential information previously available only through direct contact with an agent or online. Agents no longer needed to speak with every person who called and could dedicate more of their time to customers who needed the most help to pre-register.
The administrators, agents and customers’ experience immediately improved once in place and led to a reduction in staff hours, 50% reduction in wait times, and an increase in registrations per day.
A US hospital group
Twilio & Google Cloud Platform
A US municipality
Project Start Date:
February 9, 2020
Product Launch Date:
February 17, 2020
Studio, Function, Twilio Flex