Medical Laboratory Customer Service System
Labor Team, Switzerland
Healthcare, Medical Laboratory Services
Customer Support
Labor Team AG's customer service team received patient calls without having their medical records or lab results on screen, forcing them to switch between systems manually while talking.
Challenge
Labor Team AG, a growing Swiss medical laboratory, faced an operational bottleneck that threatened their ability to scale customer support. Their Electronic Health Records (EHR) and Laboratory Information Systems (LIS) operated separately from their telephony systems. With inquiries coming in across three languages and staff manually switching between platforms to find patient data during calls, the laboratory risked compromising patient satisfaction and efficiency during a growth phase.
- Existing tools couldn't integrate with Electronic Health Records (EHR), forcing staff to switch between platforms during calls
- Manual searching for medical data and patient information during customer interactions
- Inadequate tools to handle customer inquiries efficiently across 3 different languages
Solution
Results & Benefits
Faster call-handling
Streamlined workflows reduced average call resolution time significantly
Personalized Customer Service
Agents can see who is calling and their interaction history before answering
Instant Lab Order Access
See lab orders related to the customer that is calling upon answering
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Services
Valudio provided the following end-to-end services to build this solution:
Requirement Engineering
Comprehensive business analysis and technical requirements gathering to define project scope and strategic objectives.
MVP Development
Rapid prototyping and minimum viable product development to validate concepts and accelerate time-to-market.
UI/UX Design
User-centered interface design focused on intuitive workflows, accessibility, and optimal user experience.
Custom Software Development
Full-stack application development with tailored integrations, scalable architecture, and enterprise-grade security implementation.
DevOps & Infrastructure
Automated deployment pipelines, infrastructure management, and continuous integration for reliable software delivery.
Operations & Monitoring
Ongoing technical support, performance optimization, maintenance services, and real-time system monitoring solutions.
Technologies & Tools
Customers Feedback
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The collaboration covered all the success-critical phases of a project, beginning with requirements gathering, project management and delivery, (including training). Valudio's strong commitment to understanding the product and user needs contributed significantly to the high level of product acceptance and self-explanatory user interface.
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