Franciscus Hospital is a leading healthcare provider with locations in Rotterdam, Schiedam, Maassluis, and Berkel en Rodenrijs. With over 4,600 employees and 350 medical specialists, the hospital delivers high-quality care to more than 140,000 outpatient visits annually. To improve the quality and efficiency of patient contact, Franciscus chose TriniCo in 2019.
The Franciscus Contact Center, consisting of 60 staff members, handles 350,000 phone calls annually and sends 5,500 messages to outpatient clinics each month. Previously, much of this was done manually via email. Thanks to TriniCo, the process is now largely automated: contact moments are logged, messages are forwarded automatically, and information is stored centrally in a knowledge base
TriniCo is integrated with the HiX EHR system (ChipSoft), providing real-time access to patient data and appointments. While HiX focuses on medical records, TriniCo adds functionalities such as logging contact moments, managing message traffic, and sharing knowledge. This combination enables more efficient and complete support for patient interactions.
An extensive knowledge base helps staff answer questions quickly and accurately. Through a user-friendly Q&A interface, they have direct access to up-to-date information, instructions, and FAQs. This allows the contact center to respond effectively to non-medical patient inquiries.
Franciscus has begun standardizing appointment procedures across all outpatient clinics. This enables contact center staff to schedule appointments independently, without needing to transfer calls. Currently, 10 clinics are connected to TriniCo, with plans to expand to over 30.
Thanks to integration with Verint Workforce Management (WFM), Franciscus can plan more accurately using data from TriniCo—such as peak times, response durations, and repeat contacts. This data helps optimize staffing and reduce patient wait times.
Franciscus continues to work with Harbers Solutions to further optimize patient contact. This includes expanding the knowledge base, automating administrative processes, and fully centralizing phone traffic. TriniCo plays a key role in this strategy.
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