Background

 

Experq is a service provider for Mehiläinen which has 9000 employees and practitioners & 3,4M patient visits per year. Mehiläinen was searching for a solution that would give them real-time data about the customer journey. After a trial period Mehiläinen moved to continuous use of the service and has expanded usage to different internal divisions.

 

Solution

 

SaaS –solution for continuous & automatic customer experience gathering via SMS (includes both numerical and free text feedback gathering). Sending tied to reservation information, with a very high portion of customers receiving an SMS after customers visit to healthcare centre. Real-time analytics & campaign management backend enables online viewing (both numerical and sentimental) as well as bringing out raw data either manually or automatically to external systems. Nearly every employee has access to data in some format. Data visualization & refining done via dashboards (in intranet and on the website) & custom reporting development.

 

Results

 

Mehiläinen is able follow customer sentiment in real time. Problems can be addressed immediately. Several uses of data from service development to marketing to reward systems to data analytics. Experq’s service enables Mehiläinen to manage the Customer Insight Program in a versatile fashion and develop it further. The answer rate has always been very high compared to competing solutions and has remained high for the duration of the relationship.