CUSTOMER JOURNEY FOR HEALTHCARE: A CASE STUDY

This is a case study for one of the country’s major healthcare organizations, whose mileage includes 50 years of experience in hospital operation and administration and continuously serves some 50,000 inpatients and 500,000 outpatients a year.

BACKGROUND

This healthcare institution needed a more efficient solution to identify and profile their patients not only to offer the best treatment packages suited for their needs, but also to enable the company to make the proper investments for resources and equipment to promote overall quality in their service.

WHAT WE DID

lloopp analyzed 5 years of in-patient and out-patient data from different sources provided by the company.

WHAT WE DELIVERED

From the data gathered, lloopp provided reports on Customer Segmentation and Service utilization, enabling the company to profile types of patients, histories of treatments and demographics. The reports also allowed the company to properly identify which resources were highly utilized, giving them better guidance on where to further resource investments should be placed.