AsisMed provides remote health services with Oracle Service Cloud

Based in Mexico City, AsisMed develops health insurance products based on state-of-the-art technology, with a focus on ensuring customers have access to quality health services while traveling abroad. Due to the pandemic and social distancing measures, AsisMed discovered the value of telemedicine, a concept that had not been used widely in Mexico but was gaining traction.

AsisMed wanted to create platforms that would support telemedicine and make patients feel close to their healthcare providers during virtual appointments. AsisMed decided to adopt local solutions to take those first steps. However, the company quickly realized that it needed a more robust, stable, and safe platform that could support chat and video interactions in a simple way for users.

After reviewing various options, AsisMed decided to adopt Oracle Service Cloud and Oracle Cloud Infrastructure (OCI). Using Oracle, AsisMed would be better able to protect customer information and also gain an intuitive and user-friendly platform for both internal and external users. OCI also would support an agile application for streaming audio and video without the need for external video and chat platforms.

After implementing Oracle Service Cloud, AsisMed achieved more efficient operations with higher quality care for its patients—a competitive advantage in bidding processes. With its pre-existing platforms, databases, and services now running on OCI, AsisMed integrated its social media channels, built a web app, and included its portal to seamlessly connect and exchange information among them.

In addition, AsisMed saw substantial growth in service volume, reaching 1.2 million users and receiving between 14,000 and 16,000 calls per month, an increase of 200%. Oracle Service Cloud was key to managing all these queries. Previously, when a call came in, the agent who answered had to search multiple databases just to check whether the user was entitled to the service they were requesting. This could take up to a minute and a half, which was inefficient during emergencies. Now, this search takes 30 seconds, which not only reduces waiting time, but also increases efficiency and allows for better care.

AsisMed deployed its telemedicine service as a single platform for chat and video calls, and protects patient information on OCI by encrypting the interactions in its Live Experience application. The company also consolidated patient data into a single location.

As a bonus to the entire implementation process, AsisMed incorporated best practices and established repeatable processes across all communication channels. This was replicated in different projects within the company. It also made a positive social impact by bringing health services to vulnerable people and remote areas.

AsisMed selected BDS Consulting to assist with the implementation because of the company’s experience and knowledge of Oracle Cloud Infrastructure.

BDS Consulting’s dedicated team helped AsisMed get up and running on OCI on time and on budget.