case study

Retail

Patient Feedback

In a competitive market dedicated to serving the elderly, a major medical device company relies on the voice of  the customer to understand the acceptance of new product features and ease of use, as well as gain a better understanding of their interactions with Medicare and Medicaid.  Surveying customers on these major touch points allows this company to provide a call to action before confusion leads to unhappy customers.   In their search for “Voice of the Customer” solutions (VOC), they had two main requirements: the ability to receive automated notifications when customers express disgruntlement and assistance in designing and implementing surveys.  After failing with “do-it-yourself” surveys due to the lack of internal IT assistance, this medical device company decided on a solution offered by Amptiva.  After consulting with Amptiva on the survey process, a VOC program was designed that included an omnichannel approach for survey feedback that ensured that customers in the target demographics could participate.    In addition to survey consulting, “hot” notifications were setup in Amptiva’s CX Dashboard so that customer service personnel were able to immediately resolve troublesome issues.  As the partnership has grown, bi-weekly meetings were put into place to review and adjust surveys, discuss reporting goals and continually enhance the look and feel of the dashboard for monthly executive presentations.  The end result has been a better understanding of the customer journey which resulted in smart business decisions that have led to an improved customer experience.  Since implementing the Amptiva solution, there’s been a continual increase in positive customer reviews attributed to a spike in new business.