- Health
- Enterprise Transformation
- Business Case
Meeting customer expectations in the field of occupational health
Digitizing BtoC processes to improve service
The Customer
Occupational Health and Prevention Service for the culture, media and communication sectors
Background and objectives
- Difficulties in ensuring quality services for users (undersized team)
- Difficulties making appointments (lack of slots), prioritizing visits and dealing with regional customers
- The customer wishes to study new occupational health modalities that would make it possible to meet customer expectations, thanks to digitalization.
Results
- Identify opportunities for access to medical activity, with a view to developing and growing the number of members.
- Co-construction of 4 digitization steps in response to customer frustration due to lack of medical time
- Summary for the Board of Directors
Approach / System
- Study of customer expectations and current situation: quantitative and qualitative surveys
- Creation of an existing and target customer journey: identifying irritants and the various levers for digitization
- Definition of 8 use cases from identified irritants
- Co-construction of 4 prioritized digitization stages: study of legal and technical feasibility and costing
Added value Silamir Group
- Presentation of an exhaustive diagnosis
- Help in formalizing digitalization steps to improve customer satisfaction
- Identify the main irritants and root causes of customer dissatisfaction
- Process mapping of the customer journey
What our customers say about us
"The team's availability and constant commitment play a crucial role in the success of our Data Science projects, and we greatly appreciate their contribution to our growth and success."
Applications & Projects Manager - Public accounting
"The ability to understand the customer's challenges and gradually contribute to them seems to me the strength of your culture."
Chief Data and Technology Officer - Energy Sector
"A highly professional team that brings a fresh perspective and draws on solid experience. Beyond their skills, the consultants have very complementary profiles that each bring value to our team and to the business teams we work with."
RPA and Process Mining Manager - Telecoms
"We consider that human qualities as well as technical and functional skills are three of the fundamentals that guarantee the success of a BI project, and our feedback on this level is positive."
IT Manager, Finance Department - Pharmaceutical Laboratory
"A great ability to listen that translates into adaptability and responsiveness to meet the need perfectly".
Employee Services Manager - Agrifood Group
"Always ready, always a force to be reckoned with and a super pleasant relationship!"
Director of Innovation, Projects & IS - Public transport operator