Pandemic relief and restart industry solutions

Talkdesk helps accelerate return to normalcy with new Small Business Lending and Vaccine Administration solutions

With the specter of 2020 in the rearview mirror, humanity collectively aches for a return to normalcy in this new year. We yearn to start our lives again. Start our businesses again. Start our hopes and dreams again. But while we can begin to see the light at the end of the tunnel, huge challenges remain.

Two of the most significant challenges to this restart and return to normalcy are ensuring that the COVID-19 vaccine gets to the right people efficiently and that emergency money from the Paycheck Protection Program (PPP) loans is distributed smoothly. Yet with current processes, the successful execution of these two programs is problematic. They involve a high level of complex coordination across multiple stakeholders. Active engagement and follow-up between institutions and their constituents is critical.

For instance, how does a healthcare provider identify which patients are eligible for the vaccine and when? How do they communicate availability, schedule appointments, educate on what to expect, combat misinformation and manage logistics? There is already a massive backlog in vaccine administration—as of the first week of January, 21 million vaccinations have been distributed in the United States, but less than 6 million have been actually administered. For lenders, how do banks field, prioritize and effectively distribute loan requests, and communicate with thousands of small-medium size businesses (SMBs) while also combating misinformation and avoiding a PR nightmare due to client frustration?

Today, information silos and a lack of consistent processes mean the propensity for communication breakdown is high. We’ve seen evidence of this with long call times, call volumes crashing systems, and a lack of proactive outbound patient and customer outreach. Moreover, the lack of a common approach means every institution is attempting to do things their own way, which is highly complex and inefficient. Meanwhile, people are left wondering when and how to get their vaccine, and when and how to obtain a PPP loan to keep their businesses afloat.

New technological solutions are needed to help get the economy on its feet quickly and overcome these hurdles so that money flows to people who need it and the vaccine gets to people efficiently. Larger banking institutions, community banks and fintechs have the opportunity to save our economy. At the same time, hospitals and clinics have the opportunity to protect lives.

Talkdesk can help accelerate the return to normalcy. With the new Small Business Lending Solution and Vaccine Administration Solution, Talkdesk gives institutions the ability to harmonize and normalize the management of these complex interactions between institutions, patients and consumers in a highly efficient manner, leveraging best practices and delivering seamless customer experiences that will impact business outcomes for years to come. And critically, we can provide this help immediately. Here’s how:

Small Business Lending Solution

The Talkdesk Small Business Lending Solution reduces friction throughout the lending experience with an end-to-end solution for delivering a great customer experience that streamlines the administration of PPP loans by banks, community banks and other financial institutions. With a secure and robust customer experience (CX) solution from Talkdesk, loan application and distribution processes are more synchronized and efficient through improved borrower engagement. 

Key solution benefits:

• Streamlining the borrower experience. The Talkdesk solution allows bankers to segment and prioritize borrower applications faster, unifying the lending processes to consistently deliver funded loans quickly. It offers borrower’s transparency on loan status, so they don’t need to call in. An AI-powered, self-service knowledge base enables borrowers to help themselves to find answers to their questions. While AI-powered agent assistance ensures the right information is delivered the first time.

• Improving borrower communication across any channel. The Talkdesk solution provides a 360-degree view of the borrower. It delivers integrated communications across phone, email, chat, messaging apps and social media. Bankers can quickly support borrowers anytime, anywhere. It enables bankers to intelligently and proactively engage with borrowers on their loans, eliminating inefficiencies, reducing cost and providing a better CX.

• Speed of deployment and security. As a cloud-native solution, Talkdesk can stand up secure and dedicated contact centers quickly. Talk to us to scope and activate the Small Business Lending Solution in as little as 24 hours. To avoid the cost and effort of legacy system replacement, Talkdesk offers the option to coexist with existing on-premises technology while delivering the speed and agility of the cloud.

Learn more about the Small Business Lending Solution

Vaccine Administration Solution

The process of administering the COVID-19 vaccine is a monumental global task that will require proactive outreach and patient engagement at multiple levels to ensure efficient, safe and successful outcomes. The Talkdesk Vaccine Administration Solution is an end-to-end solution for delivering great customer experiences, streamlining the administration of the COVID-19 vaccine by healthcare systems and pharmacies. 

Talkdesk is helping companies reimagine the patient experience by reducing friction in the vaccine administration process. We make it easy for healthcare providers, such as hospitals and pharmacies, to increase access to the vaccine via more seamless and efficient patient communication and engagement.

To help ease the burden, the Vaccine Administration Solution is offering 20 subscriptions free for six month for provider organizations and retail pharmacies administering the vaccine.

 

Key solution benefits:

• Better patient experience. The Talkdesk Vaccine Administration Solution streamlines the vaccine administration process by removing unnecessary friction. The result is a patient experience that is easy, seamless and personalized. This is achieved through:

• Outreach and education. Proactively notifies patients, educates them on what to expect, where to administer, provides safety and efficacy information and combats misinformation. 
• Optimize call handling. Allows providers (hospitals, pharmacies, etc.) to manage the massive increase in calls they are experiencing right now from patients who have questions about the vaccine. This is handled through intelligent routing solutions.
• Increase access to the vaccine. Proactively notifies patients with reminders, allows for easy rescheduling, allows patients to answer a questionnaire before they arrive at the healthcare provider, speeds the patient experience and limits exposure in a clinical setting.

• Intelligent and rapidly deployed. Talk to us to scope and activate the Vaccine Administration Solution in as little as 24 hours.

Learn more about the Vaccine Administration Solution

Conclusion

Talkdesk is doing its small part to accelerate a return to normalcy so that we can all get on with our lives. The Vaccine Administration Solution and Small Business Lending Solution can help healthcare workers and bank lenders achieve success in their administration of the COVID-19 vaccine and small business loans, and in doing so, be seen as heroes to their constituents—all of us.