A healthcare service provider faced customer attrition due to poor quality of the customer experience and misalignment between organizational stakeholders. The company needed to evaluate key relationships between client perception and business factors to identify causes of attrition and dissatisfaction.
The SSA & Company team modeled client event-based survey attrition data using advanced analytics and assessed gaps in the current quality KPIs based on customer satisfaction and attrition drivers. We designed and executed a Voice Of Customer (VOC) survey to understand customer experience and the main drivers of customer dissatisfaction and used the results to analyze drivers of misalignment between customer expectations and actual service delivery which lead to a proposed new customer journey framework and solution.
Decreased cycle time by 10%
Increased service quality scores by 8%
Realized satisfaction increase of 10%
Decreased cycle time by 10%
Increased service quality scores by 8%
Realized satisfaction increase of 10%
A healthcare services firm needed to create an operations strategy to re-engineer revenue and internal operations engines to achieve planned synergies of the acquisition.
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A global insurance corporation experienced an SME growth opportunity but faced profitability challenges due to patchwork systems and processes and poorly curated underwriting data.
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A healthcare service provider faced increased Opex and decreased revenue due to costly and inefficient operating structures.
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