Customer Experience Improvements for a Medical Supplies Company
A large medical supplies company had undertaken an enterprise business transformation initiative, with a focus on better engaging consumers and simplifying the overall customer experience. They had built a custom application used by customer service that did not provide an integrated view of customers who were contacting the company, resulting in increasing instances of customer frustration.
Prosperata was brought in to provide expertise on customer engagement and make recommendations on a next-generation customer experience platform. We first spent significant time understanding business priorities from a variety of internal business stakeholders whose units touched customers directly. We then applied our expertise and best practices in integrated customer communications processes and systems. Recommendations were then made to integrate the customer service applications with their internal order management and revenue cycle systems, and to create a 360 degree view of all customer communications. The project identified significant new functionality that increased customer engagement and satisfaction, while simplifying the overall customer experience.
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