We created a digital strategy to help this healthcare organization elevate their customer care
At a Glance:
When users complained about the poor usability, functional gaps, and subpar tools on this healthcare company’s customer portal — and many times bypassed it altogether — the client contacted us.
Users complained that it was difficult and time-consuming to search, order, and track products via our client’s online customer center. They compared the site unfavorably with those of competitors, and leadership knew that the situation was causing them to lose revenue through customer attrition.
Our client’s call center was also receiving a disproportionate number of calls from customers who were frustrated with the online ordering process. Call center representatives were spending about 70 percent of their time taking and placing orders on behalf of customers.
Why They Chose Us
We had built a successful working relationship with this client over more than a decade, repeatedly demonstrating our ability to resolve complex problems with premium-quality work. They were familiar with our expertise in the area of digital strategy, in addition to the deep experience of our technical and creative team members, which made us the ideal choice to help them with this initiative.
We recognized that our client’s problem went far beyond “fixing the website.” We knew they needed a digital strategy focused on meeting the needs of their customers in the present and addressing evolving expectations in the future.
We initiated the project by interviewing internal stakeholders and speaking with some of our client’s customers. This research allowed us to better understand the users of our client’s digital assets, the different types of use cases, and the needs of internal departments outside of marketing and IT (such as the finance group). It also brought to light three specific challenges that the client’s digital strategy needed to address:
We built a strategy that aligns our client’s digital practices with their overall business objectives, leveraging our proven approach to mindful digital transformation:
Value and Benefits - “The Wins”
We enabled our client to offer an elevated online experience that serves their customers and internal stakeholders on a higher level. As a result of the improved online ordering process, the company’s call center volume declined by 40 percent in the first six months following project completion. Improved DIY reporting features allow account coordinators to focus their time and effort on building customer relationships instead of running reports. Most importantly, the new experience prevented further loss of revenue by giving customers a compelling reason to continue trusting our client with their business year after year.