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PHRONESIS STRATEGIES - CX Case Studies - v3 - 271020
1.
Case Studies Customer Experience CX
Solutions
2.
CASE STUDIES § IT-driven
CX Solution – Medical & Healthcare § VoC Study – Medical & Healthcare § Customer Engagement – Material Science Tech § VoC Study & CX Redesign – Education § CX Redesign - Retail § CX program design – Real Estate § VoC Study – Workwear Uniform 2Copyright © 2020 PHRONESIS STRATEGIES. All Rights Reserved - Strictly Confidential - www.phronesisstrategies.com
3.
IT-driven CX solution
for 3 Multi-speciality HospitalsCase Study Nagpur - India Client Geography 300+ bed, 110+ bed and 100+ bed Multi-speciality Hospitals in Central India Client Description Problem / Issue § Client wanted to enhance its Customer Experience (CX), and was looking to avoid typical Patient Experience (PX) issues faced by other major hospitals Solution § Mapped Patient Journey across all touchpoints § Designed and streamlined CX Journey § Built and deployed “WhatsApp Solution for Hospitals” - a conversational AI Chatbot that automates the entire patient journey over WhatsApp, enhancing Patient Experience (PX) Results § Cost to Serve (CTS) potentially reduced by ~ 50 %, through drop in Inbound Call Center calls by 75% § Wait Time for patients potentially reduced by ~ 40 % § Increased ease of Appointment Scheduling and real-time effective Communication between patients and hospital § Big Data bank for future Marketing & Strategy § Improved Patient Experience through single touchpoint and automated processes Client Industry Medical & Healthcare 3Copyright © 2020 PHRONESIS STRATEGIES. All Rights Reserved - Strictly Confidential - www.phronesisstrategies.com
4.
VoC Study for
an Ophthalmic InstituteCase Study Nagpur - India Client Geography Not-for-Profit Ophthalmic Institute, funded by IT majors and influential organizations Client Description Problem / Issue § Client was not aware about local ophthalmic market details and wanted to gain necessary knowledge before making the investment Solution § Conducted Voice of Customer (VoC) Study and Market Research with multiple Ophthalmic hospitals and institutes locally and nationally to gain deeper insights about patients - geographies, demographics, segmentation, categories, needs, pain- points, services sought, most occurring & treated ophthalmic diseases etc. Results § Deep insights about local Ophthalmic market and patients gained § Enabled client to make successful INR 300+ Cr investment Client Industry Medical & Healthcare 4Copyright © 2020 PHRONESIS STRATEGIES. All Rights Reserved - Strictly Confidential - www.phronesisstrategies.com
5.
Customer Engagement for
a Material Science Tech Co.Case Study Singapore Client Geography Material Science Co. with some disruptive innovations in segment Client Description Problem / Issue § Traditional industry being threatened, maligned the client’s tech, spread false rumors and misled consumers Solution § Voice of Customer (VoC) Study, Key Influencers mapping, Root Cause Analysis to derive deeper insights and consumer behavior § Identified new Customer segments using Data Analytics and Market Insights § Extensive global Customer Engagement program including stakeholder awareness, market access § Marketing execution Roadmap, Implementation support and Monitoring Results § Product Adoption increased by 3X § Incremental Market Creation of USD 1+ Bn § Knowledge and factual information dissemination, resulting in gradual acceptance and higher uptake and adoption rates among consumers and Industry stakeholders alike 5Copyright © 2020 PHRONESIS STRATEGIES. All Rights Reserved - Strictly Confidential - www.phronesisstrategies.com Client Industry Tech - Material Science
6.
VoC Study &
CX Redesign of an Education InstituteCase Study Across Maharashtra - India Client Geography A leading Education Institute with numerous Colleges, Schools and other Education centers Client Description Problem / Issue § Apart from a couple of marquee colleges, group was facing issues of high vacant seats, high unplaced students and poor student experience across most of its colleges Solution § Marketing (Admissions) and Placement journey mapping, including Process flow, Kaplan mapping etc. § Voice of Customer (VoC) Study of Student, Alumni, Recruiters, Counselors, Staff and other Stakeholders Survey (Total # 1,500+) to understand perceptions and identify key issues § New Student Journey design and related systems with respect to Admissions and Placement Results § CSAT improved by 60 %, Student Experience enhanced § Enabled higher student intake by ~ 35 % and increase in placements by ~ 20 % 6Copyright © 2020 PHRONESIS STRATEGIES. All Rights Reserved - Strictly Confidential - www.phronesisstrategies.com Client Industry Education
7.
CX Redesign for
India's 5th Biggest Tyre Retail ChainCase Study Nagpur, Pune & Amravati - India Client Geography India's Top 5 Multi-brand Tyre Retail Chain Client Description Problem / Issue § Client was looking to grow exponentially but had Legacy systems, processes and CX Solution § Voice of Customer (VoC) Study including survey, observations at client and competitor stores, to derive deeper consumer behavioral insights § Customer Journey mapping and CX Redesign after identifying and plugging major gaps based on Primary Research and Data Analytics § IT CX solution seamlessly integrated with Customer Service platform, automating and streamlining key processes and business functions § Implementation support and monitoring Results § Improved NPS by 40 % and Retention Rate by 60 % § Retail footprint expanded from 3 to 9 outlets § ~ 200 % Sales growth achieved in 4 years 7Copyright © 2020 PHRONESIS STRATEGIES. All Rights Reserved - Strictly Confidential - www.phronesisstrategies.com Client Industry Tyre Retail & Ancillary Services
8.
CX Program design
For Real Estate PlayerCase Study Mumbai, Nagpur - India Client Geography Established Real Estate Player Client Description Problem / Issue § In scenario of Real Estate slowdown and trust deficit among builders, effective solutions required for a Residential Township Solution § Voice of Customer (VoC) Study - Extensive Primary & Secondary Research among Ex-customers, Value Chain Stakeholders (Total # 200+) to elicit right Insights § Customer Journey Mapping, CX management and personalized Outreach plan among Target Groups (TG) § CX Program design leveraging integrated CRM systems and automated outsourced Customer Engagement solution § Implementation support & monitoring Results § Reduced CES by 45 % § 30+ % Inventory sell-out in a recessionary market § Lower Marketing and Sales costs 8Copyright © 2020 PHRONESIS STRATEGIES. All Rights Reserved - Strictly Confidential - www.phronesisstrategies.com Client Industry Real Estate
9.
VoC Study for
an Office Uniform StartupCase Study Nagpur, Hyderabad - India Client Geography Renowned Fashion Designer foraying into Online Uniform Startup Client Description Problem / Issue § Not aware about Market size, Target Segments, Customer Insights etc. § Wanted to build an effective data-driven CX journey Solution § Conducted Voice of Customer (VoC) Study - Primary Research with multiple Target Segments, Value Chain Stakeholders (Total # 150+) to gain deeper insights about customers - their needs, pain-points, willingness to pay etc. § Designed Customer Journey and User Experience (UX) for the online platform Results § Enabled client to make informed decision making through deep insights about customer segments, market, competition etc. § Blueprint and solutions to successfully venture in an identified INR ~ 12 Cr opportunity 9Copyright © 2020 PHRONESIS STRATEGIES. All Rights Reserved - Strictly Confidential - www.phronesisstrategies.com Client Industry B2B - Workwear Uniform
10.
10 /PhronesisStrategies /company/phronesis-strategies www.phronesisstrategies.com Connect with Us Woo,
Wow & Win Customers Copyright © 2020 PHRONESIS STRATEGIES. All Rights Reserved - Strictly Confidential - www.phronesisstrategies.com Office 103, Ghatate Chambers Panchsheel Square Nagpur - 440012 India : +91-712-2454809 : contact@phronesisstrategies.com Key Management Contact VYOM SHAH Founder +91-9158852515 vyom.shah@phronesisstrategies.com /phronesis_cx @PhronesisCX Customer Experience CX Solutions
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