PHRONESIS STRATEGIES - CX Case Studies - v3 - 271020

Case Studies
Customer Experience
CX Solutions

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

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

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

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
Client Industry
Tech - Material
Science

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 %
Client Industry
Education

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
Client Industry
Tyre Retail &
Ancillary Services

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
Client Industry
Real Estate

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
Client Industry
B2B - Workwear
Uniform

10
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/phronesis_cx
@PhronesisCX
Customer Experience
CX Solutions

PHRONESIS STRATEGIES - CX Case Studies - v3 - 271020

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PHRONESIS STRATEGIES - CX Case Studies - v3 - 271020