At CIR, expert centre for chronic pain, one goal is central: to give clients control over their recovery. Since the collaboration with Caro Health in 2023, CIR has made an enormous leap forward by integrating the CIR App into their existing CIR rehabilitation programme. This digital care assistant, rich in instructional videos, practical tips, and an extensive manual to prepare for sessions and complete assignments, has not only significantly improved care for clients but also greatly simplified the daily work processes of the team. Rowie Soldaat, Marketing and Communications Specialist at CIR, explains how this collaboration has significantly enhanced the care provision and client experience.

Efficiency that makes a difference

The CIR App has set a new standard for daily operations at CIR. Previously, paperwork and time-consuming explanations were the norm. Now, the app provides immediate access to a wealth of information, such as instructional videos about pain and a manual for further in-depth study. All readily available to the client, supporting the rehabilitation process. “They now come better prepared to the sessions on location and can delve deeper into the content during the sessions. This allows our team to fully focus on personal care,” says Rowie.

For clients, the impact is equally significant. Thanks to the app, they are better informed and prepared, leading to a substantial decrease in the flow of routine questions to the clinic. "This smart sharing of information increases client satisfaction: clients feel supported and empowered. In addition to the app, clients also use a workbook. Together, this enables them to actively work on their rehabilitation outside of the sessions."

Why CIR chose Caro Health

When CIR was looking for a digital solution, Caro Health stood out. The app is not only client-friendly, but it also works very well for care providers behind the scenes. Through the user-friendly CMS (content management system), the CIR team can add tips, manuals, and videos. Fully aligned with the rehabilitation treatment. “We wanted to create one client portal where clients can find all the necessary information. We also wanted to reduce the workload within CIR. With the app, we prevent extra calls, emails, and questions to the therapists,” Rowie reflects. “We were looking for a solution that would be a valuable addition for both our team and our clients.”

Additionally, cost and time savings played a key role. By digitising paperwork, CIR saw a chance to work more efficiently without compromising on quality. The switch to Caro Health was a strategic move to future-proof their rehabilitation programme.

“Clients indicate that the app helps them gain insight into the recovery process. They feel better prepared and have more control over their journey.” — Rowie Soldaat, marketing and communications officer at CIR

The power of the AI Chat Widget

In 2024, CIR gave their digital transformation an extra boost with the AI Chat Widget from Caro on their website, named ‘Robin’. The choice for Robin was intended to better support clients and ease the workload of the team. “Daily, our customer service receives many phone calls and emails,” Rowie explains. “Robin provided a way to give direct answers, allowing us to focus on more complex care.” 

“The implementation of Robin was arranged quickly, partly thanks to the hands-on support from Caro Health,” Rowie says. “Robin continues to develop. By monitoring and processing internal feedback and input from clients, we keep making improvements in collaboration with Caro Health,” Rowie adds. 

Results to be proud of

The results of the AI Chat Widget are undeniable. Every question that Robin now answers saves another phone call or email. Additionally, its answers become better through training, as Robin only uses the information we provide. Clients rate the app highly and find it clear and user-friendly. They appreciate Robin's 24/7 availability: “It's like we have an extra colleague who is always ready to help.”

The success is evident from the improved client experience. By preventing questions with clear information and direct chat support, CIR offers a smoother, more pleasant experience for everyone undergoing a rehabilitation trajectory with them.

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