CUSTOMER PROFILE
Healthcare services company DASA faced a significant customer service challenge when migrating providers and patients to a new telemedicine platform. The transition created a surge in customer feedback, challenging DASA’s ability to sort through the underlying causes and respond in a timely fashion. NICE Nexidia Analytics enabled high-volume, prompt categorization of crucial feedback, leading to a smoother transition.
01 THE BEFORE
Transition in a high-stakes telemedicine environment
Among its many services, Brazilian health care services conglomerate DASA provides a telemedicine platform to nearly two million unique individuals annually. As demand for telemedicine services climbed during pandemic response, DASA retired its legacy LIVIA telemedicine platform in favor of its next-generation NAV solution. The company actively polled users about this new experience through Net Promoter Score (NPS), customer satisfaction (CSAT), and customer effort (CES) surveys.
02 DESIRE TO CHANGE
High volume and slow processing clouded insights
Heavy reliance on telemedicine, combined with the change in technology platforms, caused heavy growth in complex customer feedback related to telemedicine delivery. DASA was grasping for answers that simply weren’t available: were patients dissatisfied with a provider, or with the technology behind the session? Were they simply having login difficulties, or was there a deeper technology issue?
DASA’s existing customer feedback evaluation processes were largely manual, and simply not up to the increased volume at such a crucial period for telemedicine delivery. Customer feedback went untouched for 15 days or more. By time it was read and categorized by a human representative, the patient may already have moved on to a different provider, or become a net detractor of the company’s services. Even missing out on positive feedback for that long hurt the company, because it limited DASA’s ability to understand the real-world strengths of the new NAV platform. “Analyzing all of the answers became a great challenge, and impossible to evaluate by humans alone,” said Marcia Bandeira Pezutto, DASA Customer Experience Manager. “We sought companies and technologies that could help us perform deep analysis of the customer surveys and extract real opportunities for improvement by our business units.”
03 THE SOLUTION
Faster analysis for clearer insights
Working with NICE and Blue6ix, DASA found that automated, in-depth analysis of customer feedback could provide the desired granular understanding of complex survey results at large scale. With NICE Nexidia Analytics, DASA now gets actionable results from customer feedback on a next-day basis. This helps the company quickly recognize which feedback results correlate with experiences such as provider satisfaction, app connection issues, confusing or broken app navigation, incorrect information, poor provider experience, and bureaucratic difficulties.
Since implementation, DASA has analyzed 500,000 patient responses across 20 of its healthcare brands. Results are published internally on 10 different dashboards, so a variety of stakeholders understand the performance, issues, and impact of the NAV telemedicine platform.
04 THE RESULTS
A remarkable recovery
Since gaining control over the high volume of customer feedback in mid-2021 with NICE Nexidia Analytics, DASA has been able to keep its NAV telemedicine platform on a healthy path. Stakeholders are now given prompt insights on the underlying challenges (such as poor platform performance, or erroneous data and instructions) leading to customer complaints. Instead of expending tremendous amounts of human labor to analyze a small percentage of feedback after weeks of waiting, all feedback is now processed automatically. Most feedback can be categorized and published next-day.
In the nine-month period post-implementation, discoveries from feedback analysis helped DASA improve NPS by 21 percentage points. Special action items, such as feedback which mentions potential legal action, receive the prompt attention they deserve. Other improvements in performance and adoption have boosted revenue per telemedicine session and helped the NAV app’s rating improve significantly in the App Store.
05 THE FUTURE
Deeper dives into business intelligence
The next phases of DASA’s transformation with Nexidia will include deeper business intelligence insights and trends. The company has already served nearly 2 million unique individuals on the NAV platform and has been active in mergers and acquisitions, which further expands the potential reach and scope of customer feedback which could benefit from the Nexidia solution.
