Cloud communications leader Content Guru’s storm platform has been named Vertical Application Solution of the Year at the 2019 European IT & Software Excellence Awards.
Bracknell-based Content Guru received the award at a ceremony at the Royal Garden Hotel in Kensington, London. The award recognises the outstanding work of Content Guru’s cloud contact centre platform, storm, for the UK National Health Service’s (NHS) 111 non-emergency phone service. As a result of storm’s deployment, most callers seeking assistance are now five times more likely to have their problem solved within NHS 111, rather than placing additional pressure on other services.
Before NHS 111 adopted storm, patients were routed to any available health adviser, with no ability to track repeat callers or prioritise a patient with a developing illness, potentially putting lives in danger.
The storm team assisted NHS 111 to resolve problems without fuelling patients’ frustration at being passed unnecessarily from one clinician to another. storm’s Patient Relationship Management Solution (PRM) routes repeat callers to the same clinician they had previously spoken to, removing the need for patients to repeat their symptoms. By automatically matching a caller number against that held in the PRM storm database, the clinician receives the patient’s medical information in a single unified interface, ensuring signs of a deteriorating condition are not overlooked and care is tailored to the individual patient.
Following the adoption of storm, NHS 111 has seen up to a 50%+ reduction in the number of ambulances needing to be dispatched. Independent evaluations have also found that 80% of care plan callers are satisfied with the improved service.
Martin Taylor, head of healthcare at Content Guru, said: “It is fantastic that Content Guru is a winner at the prestigious European IT & Software Excellence Awards for the third year in a row. Our work with NHS 111 is a brilliant example of storm’s use of integration to improve the overall caller experience. The NHS’s use of storm is literally saving lives, and it is great to see that being recognised at these awards.”