Case Study #3

Total Customer Experience at a premier Multi-Specialty Hospital Chain 

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Background

  • A premier Asian multi-specialty hospital chain
  • Focus on both Corporate and Retail customers
  • Pan – Indian presence

Issue

  • Strongly negative customer word of mouth - high attrition
  • Process break-down due to increased complexity and volumes

Strategy

  • Re-Design of end-to-end customer experience for the hospital

MQ Approach

  • Establishment of rapid customer feedback channel for continuous improvement
  • Re-tooling of the Total Customer Experience – across all moments of truths
  • Redesign of end-to-end processes, to implement the new customer experience
  • Deployment of newly designed processes
  • Institutionalization support to the hospital chain till the stabilization of its new customer experience

Key Benefit Radical change in customer feed-back post implementing new customer experience in OPD