Omnichannel: key tool for customer service improvement and innovation in the healthcare sector

Abstract

The SAGICC platform stands out as an innovative omnichannel solution in the healthcare sector, enhancing interactions between providers and patients while fostering organizational agility amid the challenges posed by the COVID-19 pandemic. This theoretical study delves into the integration and functionality of SAGICC, highlighting its alignment with the diffusion of innovation theory and its potential to improve customer experience. Through an in-depth analysis of its modules—Bot Builder, Omnichannel Surveys, and OmniWidget—the study illustrates how SAGICC supports continuous and efficient patient care while bolstering technological readiness and staff training. Theoretical and practical discussions emphasize the significance of a well-implemented omnichannel strategy with profound implications for digital transformation in healthcare.