Trailblazing healthcare providers are creating worlds that revolve around customers. Worlds that are worth £39.02m.

Creating more valuable interactions for patients

Senior sales leaders are using insights from personal and aggregated data to tailor therapies to patient needs, promote relevant products, and launch new healthcare solutions. In return, senior sales leaders can share their data to drive more relevant marketing content and help the wider business plan for changes in demand.

The combined impact of this approach is £39.02m across the business as a whole, with sales contributing £16.01m.

Innovative sales leaders are...

Improving access to sales information – in the office and remotely

Enables flexible working

Automating workflows

Boosts agent productivity

Enhancing demand forecasting with the needs of patient populations

Improves pipeline visibility and drives process efficiencies

Together, sales and service leaders are…

Focusing on cross-sell and upsell opportunities based on service insights

Improves customer retention and repeat purchases

Together, sales and marketing leaders are…

Enabling a smarter use of data to inform content

Drives increased cross-sell and upsell opportunities

Using self-qualification data to inform sales conversations

Drives process efficiencies

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort and enables personalised interactions

Creating more valuable interactions for patients

Senior service leaders are using data-driven insights from connected devices, wearables and sensors to deliver a patient-centric, efficient service. Patients can see their data, connect with healthcare professionals and stay informed at every stage. In return, senior service leaders can share patient feedback with the rest of the business to improve the quality of service.

The combined impact of this approach is £39.02m across the business as a whole, with service contributing £10.05m.

Innovative service leaders are...

Improving their access to patient data for more personalised interactions

Increases employee productivity, patient satisfaction and loyalty

Directing traffic to lower-cost channels, without affecting service quality

Reduces case resolution times and increases agent productivity

Improving access to patient and product information

Reduces case resolution times, increases agent productivity and patient satisfaction

Together, sales and service leaders are…

Focusing on cross-sell and upsell opportunities based on service insights

Improves patient loyalty and repeat services

Together, marketing and service leaders are…

Increasing the use and improving the functionality of lower-cost channels

Reduces overall costs

Improving the after-sales experience

Ensures patients have the information they need to reduce queries and complaints

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort and enables personalised interactions

Creating more valuable connections with patients

Senior marketing leaders are creating highly personalised journeys – engaging with patients at every touchpoint, streamlining all processes, and forming stronger relationships between patients, physicians and partners. In return, senior marketers can share insights from social and digital channels with the rest of the business to increase patient acquisition and improve service.

The combined impact of this approach is £39.02m across the business as a whole, with marketing contributing £12.96m.

Innovative marketing leaders are...

Creating a unified experience across web, social, mobile and email channels

Increases traffic and conversion rates

Using real-time segmentation and analysis of data

Comms target patient populations most likely to benefit

Consolidating platforms and focusing on key channels

Reduces overall number of platforms and creates more innovative engagements

Together, marketing and service leaders are…

Increasing the use and improving the functionality of lower-cost channels

Reduces overall costs

Improving the after-sales experience

Ensures patients have the information they need to reduce queries and complaints

Together, sales and marketing leaders are…

Using data in a smarter way to inform content

Drives increased cross-sell and upsell opportunities

Using self-qualification data to inform sales conversations

Drives process efficiencies

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort and enables personalised interactions

Creating more valuable connections with patients

Senior IT leaders are improving the running of key lines of business through a single suite of easy-to-use, integrated, cloud-based systems – systems that boost employee productivity, increasing revenue, reducing costs and ultimately, enhancing the customer experience. In return, they will spend less time maintaining complex infrastructures and sprawling systems, freeing up resource to focus on patient wellbeing.

The combined impact of this approach is £39.02m across the business as a whole.

Innovative sales leaders are...

Improving access to sales information – in the office and remotely

Enables flexible working

Enhancing demand forecasting with the needs of patient populations

Improves pipeline visibility and drives process efficiencies

Automating workflows

Boosts agent productivity

Innovative service leaders are…

Improving their access to patient data for more personalised interactions

Increases employee productivity, and patient satisfaction and loyalty

Directing traffic to lower-cost channels, without impacting service quality

Reduces headcount and costs

Improving access to patient and product information

Reduces case resolution times, increases agent productivity and patient satisfaction

Innovative marketing leaders are…

Creating a unified experience across web, social, mobile and email channels

Increases traffic and conversion rates

Using real-time segmentation and analysis of data

Comms target patient populations most likely to benefits

Consolidating platforms and focusing on key channels

Reduces overall number of platforms and creates more innovative engagements

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort and enables personalised interactions

Creating more valuable connections with patients

Connecting data and teams across your key lines of business will ensure that every interaction is based on an understanding of the full context of an individual’s situation. You can use digitised healthcare systems to improve patient wellbeing and meet their ever-increasing expectations, resulting in happier employees and patients.

It also has a more tangible impact of £39.02m across the business as a whole.

Innovative sales leaders are...

Improving access to sales information – in the office and remotely

Enables flexible working

Enhancing demand forecasting with the needs of patient populations

Improves pipeline visibility and drives process efficiencies

Automating workflows

Boosts agent productivity

Innovative service leaders are…

Improving their access to patient data for more personalised interactions

Increases employee productivity, and patient satisfaction and loyalty

Directing traffic to lower-cost channels, without impacting service quality

Reduces headcount and costs

Improving access to patient and product information

Reduces case resolution times, increases agent productivity and patient satisfaction

Innovative marketing leaders are…

Creating a unified experience across web, social, mobile and email channels

Increases traffic and conversion rates

Using real-time segmentation and analysis of data

Comms target patient populations most likely to benefits

Consolidating platforms and focusing on key channels

Reduces overall number of platforms and creates more innovative engagements

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort and enables personalised interactions