Health Care Provider

Therapy provider needed to improve their customer experience.

Opportunity

Build an understanding of the customer experience, empower people to improve the customer experience, define the supporting technology.

Assess, optimize, make process and technology recommendations

Improve new customer/practice on-boarding and clinician credentialing processes

Define optimal customer/practice experience

Evaluate and optimize product and service pricing

Define ongoing technology roadmap

Reviewed core value streams and identified bottlenecks, failure loops, redundancy, and opportunities for automation

Explored and examined software applications supporting primary process flows and customer interactions

Examined current product and service pricing approach

Interviewed key practice customers and functional leaders

Results

Recommended and implemented process, people, and technology enablement opportunities to improve Practice Onboarding and Clinician Credentialing

Created technology roadmap in support of optimization and automation strategies

Changed pricing strategy from cost plus, component based to bundled/value-added

Identified improvements to enhance Customer Experience