CASE STUDY

Medical Laboratory Customer Service System

Industry

Healthcare, Medical Laboratory Services

Location

Labor Team, Switzerland

Department

Customer Support

Labor Team AG’s support staff handled patient calls without on-screen records or lab results, forcing manual system switching and slower responses.

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.

Pain Points

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

OUR APPROACH

Solution

Feature

Description

Cisco Call Manager Integration

Track all incoming, outgoing, and forwarded calls directly within Labor Team’s CRM.

Data Centralisation Layer

Consolidate information from LIS, Exchange, local.ch, and other critical systems into a single platform.

User-Friendly Communications Dashboard

Real-time insights, one-click dialing, and centralized patient interaction history—accessible in one tool.

Internal Company Dashboard

See which employee is available, on the phone, or on vacation. Track who's talking to which customer and adjust call routing priorities.

History tracking

Everyone can see who interacted lastly with the customer and what was spoken about.

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

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

ElectronJS

Angular

ASP.NET Core

SQL Server

Oracle

React Native

TAPI

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