Jacaranda Health

Improve Maternal Health outcomes with Service Cloud for Jacaranda Health.

Jacaranda Health

Hospital & Healthcare (Non-profit)

Service Cloud (Non-profit)

About Customer

Jacaranda Health is a Kenya based not-for-profit pioneer that provides maternal care solutions to expectant mothers from underprivileged backgrounds. Jacaranda Health ipartners with government hospitals in per-urban areas to improve the quality of care for mothers and new-borns across Kenya. It currently liaises with 71 government hospitals across five counties, serving 180,000 mothers and babies annually.

In the next 3 years, Jacaranda’s goal is to reach 1.5M mothers and babies across Kenya with their solutions becoming the national standard of care in maternal and new-born health.

The Challenge

Jacaranda Health wanted to improve maternal health outcomes for expectant moms by improving service productivity of their agents, by providing prompt solutions to their queries and thereby increasing capacity to scale an innovative tech-based healthcare model.

The key challenge faced by Jacaranda was an inability to respond to an open case on time with “First-time Right” resolution of tickets. However, both allocation of tickets to the right agent and on-time resolution were issues.

Agents used to spend an average of 2-3 minutes searching for and copying Knowledge Articles. They were struggling to access expectant mother’s health history and previous interactions across multiple channels for handling any open ticket. And hence were not able to design new processes as it was difficult to make rapid changes to the current system.

Our Solution

Aethereus leveraged Salesforce Service Cloud to design a revamped Agent productivity solution. Aethereus worked with client stakeholders to redefine and simplify process of interactions with Mothers.

This combined Jacaranda Health’s (JH’s) proprietary NLP engine with Service Cloud for faster triaging of queries with Salesforce’s Omni-Channel case assignment solution. This helped in dramatically improving agent productivity and automated the Ticket Assignment Process.

In order to increase reach, the team worked to designed a custom User Interface (UI) for helping the agents quickly searching Knowledge Articles and use it efficiently while replying to Tickets.To prioritize patients at risk, a custom ‘Danger Signs’ and ‘Survey Handling’ module was designed. This led to effective assignment mechanism for ‘Danger Signs’ ticket which helped in prioritizing such tickets and getting rid of managing Multiple Google Sheets. Additionally, we provided Patient and Agent insights via Reports & Dashboards for overall insights on patient health related responses. 

Jay Patel
Jacaranda Health

Improve Maternal Health outcomes with Service Cloud for Jacaranda Health.
The Aethereus team did a fantastic job with the Salesforce program to migrate our Service operations to Salesforce. With Aethereus’ expertise and guidance, we arrived at a product that has significantly streamlined our helpdesk operations and will allow us to scale to a national level.

Quantitative Impact

4X improvement in Reach

Enabled Jacaranda Health’s to expand 4X reach to at-risk mothers via a futuristic platform

36% increase in agent productivity

Due to simplified process

40% more tickets

being handled by agents via Salesforce platform

Qualitative Impact

Effective Ticket filtration

Remove Ticket collision so that one ticket is not being managed by multiple Agents at one time & Effective Ticket filtration for easy search and tracking of Tickets.

Significant improvement in at-risk moms being connected to care on time

Via improved Danger Sign process thus reducing fatality

Improved Ticket Response time

Significant improvement of ticket Handling time using advance features of Canned Response, Knowledge Articles in a single view.

Improved Visibility & Access

Better visibility and access to all information in one Salesforce platform.

Holistic view of Analytical Snapshot

Reports & Dashboards provide better analytics for both Agent & Supervisor

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We partner with our clients to solve their most challenging customer experience problems by leveraging the power of Salesforce with cutting-edge technology and a design-led approach. We have been Salesforce Partner since 2019. 

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