Category Archives: Case Studies

Decision Trees for Medical Scheduling: Spokane ENT Case Study


Spokane ENT + Zingtree

Improving medical care through intelligent medical scheduling

 

Spokane ENT is a certified division of the Columbia Surgical Specialists based in Spokane, Washington. With over 20 years offering excellent professional ear, nose and throat care to local residents, the highly-specialized clinic works tirelessly to help patients of all types experience life to their absolute fullest.

Spokane ENT’s Challenge

As a large group practice with multiple locations and specialties, Spokane ENT needed to optimize its appointment scheduling process. With specific areas of diagnosis and treatment, the clinic realized that they required a better way to ensure patients were scheduled with the proper specialists.

Zingtree’s Solution

Implementing appointment scheduling decision trees for the clinic’s call center agents has allowed Spokane ENT to optimize its scheduling across locations. Agents navigate decision trees to pre-diagnose patients, which eliminates a lot of unnecessary doctor visits.

“Our scheduling agents are faced with the task of matching patients to one of 11 doctors, each with a specific area of practice and treatment,” says Dr. William Schmitt of Spokane ENT. “Decision trees have allowed us to collect patient symptoms and quickly schedule them with the correct physician and accompanying testing.”

Key Statistics: 

  • 18,000+ Calls: More than 18,000 patient calls assisted
  • 2,400 Days: Over 2,400 operator days and counting

About Zingtree

Zingtree is the most user-friendly platform for creating and implementing interactive decision trees that deliver answers faster. Quickly create a decision tree that your site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used. Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems.


Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

Procurement Case Study: Philip Morris International

Philip Morris International + Zingtree

Streamlining complex operations processes in an interactive environment

Philip Morris International is the world’s leading global tobacco company, representing six of the world’s top international brands that span more than 180 markets. Largely focused on Research & Development, the company employs over 400 dedicated scientists, engineers, and technicians who work to develop less harmful alternatives to cigarettes.

P.M.I.’s Challenge

With the highly-regulated environment of R&D, strict guidelines for every process is necessary to mitigate risk and reduce error. PMI recognized a need to have clear, guided solution to ensure that every procurement was handled efficiently and accurately, without implementing a cumbersome system for employees to navigate.

Zingtree’s Solution

Interactive decision trees have allowed PMI to automate complicated procurement processes that follow stringent company regulations. By using standardized trees, the organization has minimized the risk of error while at the same time streamlining efficiency and reducing stress for their employees.

“Structured decision trees lead to increased efficiency, avoid constant repetition of efforts and also lead the users to increased autonomy and consciousness,” says Olivier Raffi, R&D Manager at Philip Morris International. “This type of automation allows free time and extended availability to deal with complex conditions with less time stressed support teams.”

About Zingtree

Zingtree is the most user-friendly, business-ready platform for creating and implementing interactive decision trees that deliver answers faster. Quickly create a decision tree that your site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used. Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems.

View the full Philip Morris International + Zingtree case study and download the PDF here


Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

Educational Decision Tree Case Study: Lego League + Zingtree

FIRST LEGO League Team “Loading…” + Zingtree

Grade school students use decision trees to bring science to life with LEGO

Each year, FIRST LEGO League releases a challenge based on a real-world scientific topic. Teams of up to ten children, with at least one adult coach, participate by programming an autonomous robot to score points on a themed playing field, developing a solution to a problem they have identified all guided by the FIRST LEGO League Core Values.

Teams may then attend an official tournament to compete on a regional level – it’s one of the most creative and tech-friendly events that exists for kids today.

The Challenge

This year’s theme was “Animal Allies,” wherein the students sought to find a way to help animals and humans live better together. The innovative Loading… FLL Team from Minneapolis, comprised of six amazing child-engineers and two helpful adults, tackled the problem of owners not being able to care for their pet before they commit to the well-being of adopting an animal.

Zingtree’s Solution

Creating an interactive decision tree provided Loading… with the perfect platform to guide potential pet owners through the process of adopting an animal, and what pet would be the right fit.

“Zingtree had setup tutorials as well, which made making a pet decision tree all the much easier. We found that it was an easy to use, easy to edit decision maker that allowed many options. Overall, Zingtree was a great tool that made our app making successful and fast.”  

The Loading… team took their hands-on science efforts to tournament this year, thanks to their very own FIRST LEGO League decision tree.


About Zingtree

Zingtree is the most user-friendly platform for creating and implementing interactive decision trees that deliver answers faster. Quickly create a decision tree that your site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used. Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems.

View the full Lego League + Zingtree case study and download the PDF here


Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

Online Marketplace Case Study: Turo + Zingtree

Turo + Zingtree

Interactive solutions to make peer-to-peer services even more people-friendly

Turo connects car renters with car owners, helping people find the perfect transportation for their next journey or to earn extra money by renting an existing vehicle. Operating in major cities from Los Angeles to Miami, it’s the easiest way to list and find cars for rental across the United States.

Turo’s Challenge

As a growing peer-to-peer business providing support to both car renters and owners around the country, Turo needed an efficient way for support agents to run through user/driver verification procedures in order to better enforce its community and marketplace safety rules.

Zingtree’s Solution

Zingtree’s interactive decision trees provided Turo with the perfect platform to guide agents through the correct verification process for any specific scenario or user. After implementing for internal use, agents also discovered the tree’s helpfulness with support and claims-related processes.

“The tree makes the final decision for the agent depending on the results of every check that is made. This has helped make the process more structured, and at the same time protects the agents,” says Emanuela Ferrari, Onboarding Manager at Turo. “Individual pieces of the process are guided, decreasing the risk of error.”

About Zingtree

Zingtree is the most user-friendly, business-ready platform for creating and implementing interactive decision trees that deliver answers faster. Quickly create a decision tree that your site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used. Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems.

View the full Turo + Zingtree case study and download the PDF here


Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

Marketing Case Study: Global Players

Here’s an example of how Zingtree’s interactive decision trees are helping to improve online marketing efforts in a real education abroad organization.

Global Players helps to place student-athletes in their perfect study-abroad fit, promoting awareness and cultural education as well as athletic endeavors around the world. As an organization growing in popularity, Global Players was in search of finding a streamlined, self-service way to placing students in their ideal location abroad.

Since adopting Zingtree’s solution to integrate their “Program Match” decision tree, Global Players has been able to place over 1,000 students so far, increased the likelihood of a visitor to contact the organization by 5 times, and more!

You can view the case study below, and open a PDF version here.

casestudy-global_players copy

Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

Customer Support Case Study: Applian

Here’s an example of how Zingtree’s interactive decision trees are helping to improve and advance customer support processes in a cutting-edge software company. 

Applian Technologies develops powerful, affordable streaming media recording software for the Windows and Mac user. As a bustling technology company, Applian has always used traditional support methods to stay ahead of customer communications. After performing a ticket analysis, they found that they were spending far too much time and resources on each ticket, and decided to take action.

After adopting Zingtree’s solution, Applian was able to save over 15 hours each week on support communications, $30,000 in valuable resources, and more!

You can view the case study below, and open a PDF version here.

casestudy-applian

Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

Customer Support Case Study: YouMail

Here’s an example of how Zingtree’s intelligent, interactive decision trees are helping to advance customer service flows and resolutions in an innovative tech company.

YouMail, the leading provider of visual voicemail, realized that they were in need of a smart automated troubleshooter to resolve support inquiries quickly, with the same speed and power that their own service provides.

By using a combination of Zingtree’s customer support decision trees based on YouMail’s knowledge base data and their own support agents, YouMail was able to provide even faster assistance to their customers across a wide range of questions, become more efficient in providing answers, and save money.

You can see the case study below, and view a PDF version here.

casestudy-youmailWant to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

Call Center Case Study: AireBeam

Here’s an example of how Zingtree‘s interactive decision trees are improving agent productivity in a real call center.

We recently joined forces with AireBeam to see how our interactive tools could help their navigational flow during customer service inquiries, and the results were remarkable. By switching from a traditional outsourced method of customer support to Zingtree’s Agent Scripting Solution, they were able to effectively reduce service costs and call minutes by nearly 50%!

The case study is below, and you can also view a PDF here.

casestudy-airebeam

Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!