We helped a healthcare equipment company centralize its order management process toward the goal of enhanced customer satisfaction, retention, and reduced revenue leakage.
Challenge
A healthcare equipment company had recently acquired multiple companies and needed to centralize their order management process. The goals were to:
- Create a consistently frictionless order management experience for customers
- Enable the modernization and scaling of operations, sales assets, and other resources
- Reduce revenue leakage.
Approach
We spoke with customers and staff to understand current state: what was broken and what bright spots customers loved that we needed to protect. Based on that information as well as a deep review of financials, we identified persona-based journeys, a future state experience flow, performed a channel effectiveness analysis and prioritized focus areas, identified future state organizational design and SLAs to support the customer experience within the order management process, and built an implementation roadmap.
Value Delivered
The program is currently being launched, and we are expecting measurable improvements in customer satisfaction, improved customer retention, and reduced revenue leakage.
