AI + CRM Solution for Birth Centers

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expecting mothers

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UCSF Women's Health Resource Center

As an iconic landmark of health care, built from the ground up with care and compassion in mind. eznatal (formerly MomsCradle) has provided us the ability for providing services under one umbrella, making it convenient for your expecting mothers for finding information and enabling us to serve them care and compassion

Regina Love, Staff, UCSF Health Center

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Case Study

Switching to eznatal Boosts Dollar UCSF WHRC’s productivity allowing them more time to focus on member’s needs.

WHRC’s mission is to support women and their families in making informed decisions about their health and to encourage them to become active partners in their care.

WHRC is committed to providing free information, resources and referrals, and an empathetic ear regarding all women’s health issues. Visit WHRC and enjoy relaxing environment, browse women’s health library, use patient computer, breastfeed your baby in comfort using our deluxe breastfeeding glider, or just gain knowledge on current women’s health topics.

WHRC is proud to be the patient and community education arm of the UCSF National Center of Excellence in Women’s Health.

CUSTOMER PROFILE

Company Name

UCSF Women’s Health
Resource Center

Location

2356 Sutter Street, 1st Floor
San Francisco, CA 94143-1750

UCSF Women's Health Resource Center

The UCSF Women's Health Resource Center was founded in 1982 as the Great Expectations Pregnancy Program, part of an Alternative Birth Center at Mount Zion Hospital in San Francisco. This program offers women and their families the opportunity to learn more about their pregnancy and prepare for childbirth and parenting and continues to be an integral part of the current scope of our services. In 1996, we began expanding to address women's health issues that cross the life span--from adolescence to menopause and beyond. This new focus culminated in the renaming of the program in October 1998, and it continues to direct our services today and for the future. We currently serve approximately 1000 telephone and walk-in clients each month and continue to outreach to new community members.

UCSF Women's Health Resource Center is now located on the first floor of the new UCSF Women's Health Center, a University designated eight story clinical building. The UCSF Women's Health Center, located at 2356 Sutter Street, also houses Obstetrics, Gynecology, Radiology Services, Women’s Health Primary Care, Women’s Continence Center, Comprehensive Fibroid Center, and the Center for Reproductive Health and Fertility. This centralization of services enhances our ability to provide multi-disci plinary care to women.

The UCSF Women's Health Resource Center strives to:

    • Increase women's access to information about all aspects of their health.

    • Provide excellence in the quality and variety of education available for women and their families.

    • Encourage and create participatory, women-sensitive health education programming.

    • Offer women a centralized resource for community and health care provider referrals specific to their needs.

We really like that eznatal has a fantastic roadmap for adding Educator Portal and other services needed in the future.

Regina Love

Staff with UCSF Women Health Resource Center

The Challenge

In order to provide patients/clients with an exceptional experience when shopping for women’s health classes, baby care and parenting products, books, breastpump rentals and library memberships online, UCSF Women Health Resource Center (WHRC) needed to provide a premium online user experience that enables expecting moms to access it service from anywhere.

With over 300 babies born every month at the UCSF Center for Mothers and Newborns, the UCSF Women Health Resource Center (WHRC) staff actively handles enrollments for classes, in addition to managing Birth Center Tours and managing the Mom Mobile- an in-patient cart with baby care, newborn and lactation supplies. With an increased need for classes and products, the WHRC wanted to deliver high quality and friendly experience to all exp ecting moms from anywhere.

Additionally, there has been a greater demand for online enrollment and purchasing. Many of our clients are working and request the ease of accessing the Internet for a variety of services and products related to pregnancy, childbirth, and parenting on their own time, outside of our regular business hours. Delivering these types of experience is something traditional e-Commerce application delivery solutions cannot do. The Resource Center wanted to speed up delivery of its service to users while improving overall quality of service to its clients.

UCSF Women Health Resource Center (WHRC)’s team needed an innovative solution. We were looking for better ways to enhance our class management, rentals and product shopping experience. We definitely wanted more consistent experience for our clients

says Joanne De Leon,

Operations Manager of UCSF Women Health Resource Center (WHRC).

In short, UCSF Women Health Resource Center wanted:

    • New technology to boost staff productivity and member's customer satisfaction beyond the capabilities of a E-Commerce platform.

    • A way to significantly improve accessibility via mobile and WiFi networks.

    • Enhanced scalability to handle daily trafic spikes.

    • Reliable and predictable performance anywhere.

The Solution

The eznatal team setup UCSF Women Health Resource Center with a Member Portal where members can shop for required services and an Administration Portal where staff can have role-based access for managing their member's user experience. WHRC staff can manage shopping services, do order processing, customize email templates, manage scholarships and many other services from anywhere. .

Members today have multiple ways to sign up for classes and purchase products. Clients can come into the relaxing WHRC environment, call, or conveniently sign up online. Anytime an order is placed, the client is notified by email when their orders are received, processed or changed. Today UCSF Women Health Resource Center can easily absorb the member's traffic spikes and have been live for nearly a year

The Result

eznatal's Customer team mobilized to ensure an optimal member experience. The team works diligently to meet UCSF WHRC needs are handled along with their diverse membership. An ongoing working relationship was essential and included incremental delivery of new features that improves their staff productivity.

UCSF Women Health Resource Center was able to take advantage of In-School's Rapid Application Development technology from day one. This has helped eznatal team to deliver solution at rapid speed. So the ability to add features in snappy time is a privilege we offer to our clients without sacrificing user experience and provide improved quality of change management, said Bob Singh, Founder of eznatal.

With eznatal, UCSF Women Health Resource Center achieved consistency in service delivery for a variety of e-commerce service offerings. The time saved by staff can be used to engage with customers and enhance quality of service. Regina Love, staff with UCSF Women Health Resource Center said, We really like that eznatal has a fantastic roadmap for adding Educator Portal and other services needed in the future.