Case study · Healthcare

Customer-Centric CX for Healthcare

A HealthTech-powered procurement platform grew its customer base and improved retention with Fusion CX handling every customer conversation, from welcome calls to customer assistance and feedback surveys.
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Customer-Centric CX for Healthcare
2 months
to add value and take on new lines of business
Client
HealthTech-powered procurement platform
Industry
Healthcare · HealthTech procurement
Services
Welcome calls, customer assistance, lead capture, order closure, survey and feedback calls
Delivery
Outsourced contact center
The results

More customers, better retention.

What the program delivered for the client.
2 | months to expand into new lines of business 3 | customer touchpoints covered: welcome, assistance, feedback
01Challenge

Reaching new customers while serving existing ones.

The client needed to reach new customers while servicing existing ones to boost revenue. To do that, it needed an outsourcing partner that could handle everything from welcome calls to customer assistance and feedback surveys, while keeping the customer experience seamless.

New customer acquisition

Reach and convert new buyers on the platform.

Customer retention

Keep existing customers engaged and satisfied.

Many conversation types

Welcome calls, assistance and surveys under one roof.

Seamless experience

A consistent CX across every touchpoint.

02Solution

One partner for every customer conversation.

Fusion CX took on the client's customer communication end to end, from welcoming new customers and assisting existing ones to running feedback and survey calls, so customers experienced one consistent voice.

Welcome calls

Onboarding new customers with a personal first contact.

Customer assistance

Resolving questions and issues quickly.

Feedback & surveys

Capturing customer sentiment after each interaction.

Lead to order

Capturing website leads through to order closure.

03Impact

Added value in just two months.

Just two months into the engagement, Fusion CX had added value to the client's business and took on additional lines of business: capturing leads from the website through to the closure of orders, and making survey and feedback calls to customers.

The client multiplied its customers while delivering a seamless CX that supports revenue growth.

Quick wins build the trust that grows a partnership into new lines of business.

04Key insights

What other programs can take from this.

  • Handling every stage of the customer relationship with one partner keeps the experience consistent.
  • Welcome calls and feedback surveys turn one-time buyers into retained customers.
  • Early results can quickly expand an engagement into lead capture and order management.
Download the full case study

In this case study, you’ll see:

The challenge of winning new customers while serving existing ones to grow revenue
How one outsourcing partner handled welcome calls, customer assistance and feedback surveys
How the program expanded into lead capture, order closure and survey calls within two months
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HealthTech Procurement Platform
Case study · Healthcare

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    The Fusion CX‑factor

    40+delivery locations
    13countries
    28languages supported
    22years in CX
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