- Health
- Enterprise Transformation
- Business Case
Meeting customer expectations in the field of occupational health
Digitizing BtoC processes to improve service
The Customer
Occupational Health and Prevention Service for the culture, media and communication sectors
Background and objectives
- Difficulties in ensuring quality services for users (undersized team)
- Difficulties making appointments (lack of slots), prioritizing visits and dealing with regional customers
- The customer wishes to study new occupational health modalities that would make it possible to meet customer expectations, thanks to digitalization.
Results
- Identify opportunities for access to medical activity, with a view to developing and growing the number of members.
- Co-construction of 4 digitization steps in response to customer frustration due to lack of medical time
- Summary for the Board of Directors
Approach / System
- Study of customer expectations and current situation: quantitative and qualitative surveys
- Creation of an existing and target customer journey: identifying irritants and the various levers for digitization
- Definition of 8 use cases from identified irritants
- Co-construction of 4 prioritized digitization stages: study of legal and technical feasibility and costing
Added value Silamir Group
- Presentation of an exhaustive diagnosis
- Help in formalizing digitalization steps to improve customer satisfaction
- Identify the main irritants and root causes of customer dissatisfaction
- Process mapping of the customer journey
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