+1-510-655-6511 vpeck@theeastbaygroup.com

Customer Experience Improvement

Challenge/Opportunity

  • Client experiencing growing pains
  • Focus on acquisition left Patients feeling neglected
  • Needed a customer-centric data and marketing automation solution to better track and retain current Patients, deliver triggered campaigns and monitor likelihood to churn
  • Needed to drive automation and consistency across multiple storefronts, online and across communications channels

Approach

  • Conducted company-wide diagnostic with Patient, Employee and Institutional inputs
  • Created Experience Map to fully understand patient journey
  • Developed initiatives to close gaps (OPIT)
  • Developed requirements, RFP’s and managed bid processes for marketing automation solution
  • Developed Sales and Marketing Training for Segmentation and 1:1 Marketing concepts

Result

  • Immediate improvement of revenue due to decreased drop off
  • Improved experience comments/survey results
  • Drove business case for marketing automation tools