Success Story
Leveraging Salesforce to improve patient engagement for a UK-based digital healthcare provider
About the client
With more than 27 years of industry expertise, our client has consistently held the leading position in the UK’s insurance and corporate healthcare sectors. They specialize in delivering private digital healthcare solutions, setting the standard for innovation in both digital and in-person wellness services. Their comprehensive suite of customized medical services includes holistic medical screenings, physiotherapy sessions, health MOTs, counseling, and dietitian appointments.
- 5000+ medical specialists across UK
- 500,000+ digital consultations/year
- 50,000+ in-person consultations/year
Business Situation
A thriving business knows how to connect with its customers and stay up-to-date. According to a Salesforce study, 85% of customers do research before buying something online, and popular channels for this research are websites (74%) and social media (38%). As a result, businesses need to have an effective online strategy to increase brand awareness and grow their customer base.
Having a digital presence provides a brand with a great way to talk to customers. It lets brands share their story and show how different they are from other brands.
Recognizing the importance of establishing a robust online brand presence, our client sought to enhance customer engagement and expand their global footprint. However, their existing website suffered from numerous glitches and lacked advanced features, hindering their ability to connect effectively with their audience.
While looking for seasoned software development experts they came across Daffodil Software and decided to leverage its expertise in managing development projects. Following a productive brainstorming session, our team of experts swiftly identified key requirements:
- User Interface Enhancement: The client's goal was to modernize their website's user interface (UI) and enhance the user experience by adding personalized features that go beyond the usual functionality.
- Data-Driven Insights: The primary need was the capability to track visitor behavior and leverage user data for data-driven decision-making.
The Solution
Website UI Enhancement
Our approach was meticulously planned to maximize impact. Recognizing that high-involvement purchases demand well-informed choices, we crafted concise, precise, and engaging content that served to educate and empower customers.
Moreover, to boost user engagement and enable effective lead tracking for sales reps, we seamlessly integrated a user-friendly public form into the website. This form serves multiple purposes, such as capturing valuable visitor data and analyzing user behavior. By gaining insights into how users interact with the site, we equipped our client with a deeper understanding of their audience, empowering them to refine their strategies effectively
Salesforce Integration
Lead generation is essential to growing your business, but without a lead management strategy, the client was just gathering prospects without a roadmap for turning them into paying customers.
Recognizing this challenge, we recommended Salesforce CRM to our client. This introduction marked the beginning of a strategic partnership that would redefine their approach to customer relations.
Subsequently, we conducted a thorough demonstration of Salesforce’s key features, highlighting how our expertise seamlessly aligned with the client’s unique needs:
- Streamlined Lead Conversion: We showcased Salesforce’s robust lead conversion functionality, illustrating how it empowered the client’s sales managers to efficiently transition potential customers into account, contact, and opportunity records. This demonstrated the potential to optimize the sales process.
- 360-Degree Customer View: We emphasized how Salesforce CRM provided a comprehensive 360-degree view of the client’s leads. This insight became a vital strategic asset, enabling our client’s sales reps to generate detailed reports and dynamic dashboards. These insights were the cornerstone of data-driven decision-making, enabling the client to fine-tune their customer retention strategies with precision.
Omnichannel Personalization Experience
Our team went the extra mile by creating a unified omnichannel personalization experience. This seamlessly combines various communication channels, including social media, text messaging, mobile apps, and emails, into a cohesive and tailored customer journey.
This approach allowed the client to:
- Gain profound insights into customer preferences and target personas.
- Develop comprehensive customer journey maps, identifying every key touchpoint and interaction.
- Continuously refine omnichannel strategies to adapt to evolving customer needs.
- Establish a diverse portfolio of targeted omnichannel initiatives tailored to address specific improvement areas.
The Impact
The integration of Salesforce CRM was a seamless addition to the company's operations, streamlining the transition to modern technology. With Daffodil's expertise in Salesforce and Software Development, the company successfully provided customized, proactive services, leading to a substantial improvement in overall service quality. Additionally, operational efficiency received a significant boost, eliminating the need for manual lead input in Excel. Notably, the import time of the lead list reduced dramatically from 12 hours to just 10 minutes, resulting in quicker turnarounds and an expansion in the customer base. Recognising Daffodil's exceptional performance and unwavering commitment, the client is not only thrilled to assign them to another project but is also eager to witness the same level of outstanding results once again.
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Daffodil Unthinkable Software Corporation, 3500, South Dupont Highway, Dover, DE 19901, USA