Case Study
Care Delivery Organization
Discover how a regional care delivery organization revolutionized patient engagement to achieve ambitious goals over the next 3 years.
Overview:
Our regional care delivery client faced challenges with meeting prospect acquisition goals, declining patient retention rates, and disjointed communication. They needed a roadmap to improve procedures, data access, and engagement capabilities to boost revenue and enhance the patient experience.
Challenge:
The use of multiple tools and scattered data sources for prospect and patient outreach resulted in patient confusion, excessive spending on direct mail and phone outreach, and contact fatigue, all of which contributed to attrition.
Solution:
- Performed a comprehensive assessment of current tools, processes, data, and organizational alignment to support an enterprise strategy for prospect, patient, and physician outreach.
- Developed a tactical strategy by breaking down the capability delivery model into crawl, walk, and run phases.
- Assembled a specialized project team to start implementing the strategy
Result:
- Business team able to secure program funding for three years to support the core implementation of capabilities and execute on key use cases
- Capability deployment efforts centralized and re-architected data, selected and implemented martech solutions, established reporting solution, and addressed needed organizational alignment shift
- Initial engagement uses cases delivered created immediate business value and generated needed momentum and excitement
