Elevating a customer service offering for a national supplier of diabetes equipment and supplies to home care patients
A national supplier of diabetes equipment and supplies to home care patients lacked the data infrastructure to identify and resolve the root causes associated with some alarming KPIs. The KPIs signaled an issue with customer experience, but without a data infrastructure, they couldn’t explain why the metrics were as they were. The KPIs included:
Digital Transformation & IT Strategy
Improve the Customer Experience
Leverage data and analytics to understand points of failure and opportunities for improvement in the customer experience
Expected decrease in cycle time along with increased conversion rates and Net Promoter Scores
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