When technology and healthcare meet, patients benefit. By integrating Inconcert’s Inconnect platform, Sies Salud IPS has optimized its operational management—enhancing both internal efficiency and the quality of care for patients living with chronic conditions.
service level
Colombia and Ecuador
fewer requests, complaints, and claims
Sies Salud, a medical organization specialized in comprehensive care for patients with chronic diseases, has experienced remarkable growth in recent years. Not only has it expanded its range of services, but it has also extended its operations beyond Colombia, entering the Ecuadorian market.
This business evolution brought new challenges to its customer experience strategy. Although patient support was already offered through phone, email, and WhatsApp, the lack of integration between channels created inefficiencies and duplicated efforts, making it difficult to deliver a consistent, high-quality service.
The situation became even more complex in the context of a remote contact center: managing disparate systems at a distance was not only inefficient but also difficult to coordinate and supervise. Sies Salud needed a centralized, easy-to-implement, and user-friendly technological solution to support day-to-day operations and accompany its growth.
Sies Salud set the following goals for its customer experience strategy:
By implementing Inconcert’s Inconnect platform, Sies Salud launched its own omnichannel contact center, integrating multiple communication channels into a single platform.
The project focused on three key areas:
The Inconnect platform enabled Sies Salud to centralize the management of all communication channels, including voice calls, WhatsApp, email, live chat, and social media. This integration has delivered a seamless and exceptional patient experience, reflected in a significant drop in complaints and inquiries.
Inconnect was fully integrated with Gomedisys, Sies Salud’s electronic health record (EHR) system. This API-based integration allows agents to access relevant patient data in real time, ensuring personalized service based on updated and accurate information.
Sies Salud implemented a monitoring system to improve patient care quality. With Inconnect, supervisors can track key metrics, such as service level and response time, across all channels, including phone and WhatsApp. This solution enables more accurate oversight, helping identify improvement opportunities and ensuring compliance with service standards.
At Sies Salud, we're always looking for ways to enhance our services. We're currently exploring Inconcert’s AI agent solutions to see how we can integrate them into our operations and further improve the quality of our patient care.
Thanks to unified channel management and team optimization, Sies Salud achieved significant improvements in patient service, including:
With over 18 years of experience, Sies Salud has become a leader in comprehensive chronic disease management programs in Colombia. Its care model, based on the Triple Aim Plus framework, focuses on improving patient experience, population health, and cost efficiency. The institution is now expanding into Ecuador, with the goal of extending its specialized care model to more communities across the region.
