Infotech Lead India: American Megatrends, a wholly owned subsidiary of American Megatrends, USA (AMI USA), and provider of customer experience management tools, has been selected to deploy Feedback Management System (FMS) at Apollo hospitals in Chennai and in select Apollo hospitals in Kolkata, Bhubaneswar and Ahmedabad.
FMS customer experience measurement tool has helped Apollo go paperless to quickly and effectively resolve customer problems and ensure excellence in its customer service management. FMS comes with a simple and appealing iPhone/Android application. It also helps the hospital to evaluate the feedback collected from inpatient, outpatient, attendees, doctors and other hospital staff.
The FMS solution is customized to meet the needs of Apollo hospital. The integrated solution allows the feedback to get escalated to respective departments. The Web application of FMS provides dashboards and reports of the collected feedback.
Arvind Sivaramakrishnan, chief information officer, Apollo Hospitals, said, “The company’s Feedback Management System has provided a smart and user-friendly solution which has not only helped us in capturing customers’ feedback, but also in effectively engaging with them.”
Apollo now plans to implement FMS in other hospitals in India, Sivaramakrishnan said.