Customer service is one of the most important criteria for consumers in determining whether they will engage in repeat transactions. It doesn't matter if the business is brick and mortar or in cyberspace, consumers appreciate the effort of businesses that place customer service high on their agends, and they repay that effort with repeat business. The healthcare space, just like any other industry, can benefit from good customer service. The emergence of Healthcare 2.0 and 3.0 means customer service has to be a fundamental part of the total service healthcare providers offer. Today competition comes from countries around the world, as medical tourism in many different parts of the globe is offering patients world class medical care with superior customer service and lower prices.
"More than a decade ago, in other industries like banking, airlines, and retail - the emergence of the Internet was driving information transparency and creating disruptive changes. Healthcare somehow stayed at arms-length from this disruptive wave. But now the same disruptive wave has hit the healthcare industry. That's the opportunity we see today," said Paul D'Alessandro, global leader of customer practice for PwC.
The Wills Eye Institute is seeking the services of Monscierge, an international software company specializing in providing innovative hospitality solutions. The company has a suite of products that provides organizations with the tools to simplify the connection between their brands and guests using technology such as lobby devices, mobile and tablet applications, and customized solutions to improve the customer's experience.
The institute is seeking to enhance its guest experience because healthcare providers are experiencing customer attrition for not delivering personalized services. A study by the Health Research Institute at PricewaterhouseCoopers (PwC) pointed out when consumers choose a medical provider, 72 percent of them consider personal experience as a main factor.
Established in 1832, the Wills Eye Institute was the country's first hospital specializing in eye care. It provides a full range of treatments for improving and preserving sight in pediatric ophthalmology, ocular genetics, ocular oncology, oculoplastics, pathology, and other primary and subspecialty care.
"Hospitality by nature is encompassing of the medical field, but unlike healthcare systems in other countries where options are not readily available as in the U.S., patients have a choice. Wills Eye is committed to embracing the spirit behind providing an enhanced ‘guest’ experience for patients. We sought out to find the best in the industry - Monscierge's reputation precedes them. The addition of their touch-based technology product suite has enabled us to connect with our patients and visitors like never before," said Joe Bilson, CEO Wills Eye Institute.
Monscierge provides hotels around the world with customer service tools that are easy to apply and integrate. The platform provides guest experience, guest interaction, and content management that allows the organization to update features, recommendations and company brand that is seamless. Some of the organizations using their system include: Clarion Hotel, Embassy Suites, Hilton, Holiday Inn, Hyatt, Marriot, Radisson, Renaissance, Sheraton, Windham Hotel Group and many others.
"We purposely spent our first couple of years focusing on creating the software back-end, revising user-interface designs, and listening to pain points of both guests and staff - before really inserting our product's answer in the market. We were not looking to seek out growth in a vertical market, but Wills Eye is so passionate about their patients – and we wanted to be a part of that. It's good for understanding user's perspective," states Monscierge CEO Marcus Robinson.
Edited by
Rich Steeves
