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Why they hired
To introduce the Customer Experience culture within the company as a way to contribute to the Customer abandonment rate reduction after the trial period
What we have done
We implemented our Customer Experience training courses in 3 steps:
Step 1, “Training on the job”: Customer Journey mapping, VOC collection, customer loyalty rate measurement through our Customer Quality Centers and identification of improvement actions on the most relevant touchpoints
Step 2, “Round &Go” and classroom training: usage of dynamic methods for the training of all personnel on Customer Experience issues
Step 3, “Put into action” of the new methods and processes: systematic measurement and reading of NPS and VOC, delivery of the engagement process with our Customer Quality Centers, the definition of improvement actions.
Customers’ abandonment rate has reduced from 20% to 8%
Personnel started to approach the Customer centricity as a real corporate strategy
The Italian approach was the reference model for all the other countries
In 2018/19 the Department for Health and Social Care spent £130.3 billion.