UMMC-Health Clinic. Transforming client service
UMMC-Health is one of twenty Russia’s most advanced medical clinics. The company’s vast digital infrastructure includes an app, call center, messenger, and website. These services needed better cohesion.
Our client’s main purpose was to increase profit from their clients by stimulating return visits and selling additional services.
Our solution was developing a strategy of digital transformation. A specific project map of reshaping business processes would help to optimize costs. We started with a deep briefing and proceeded with a research that revealed five unique client segments. For each group we developed a personalized customer journey map. The CJM showed all problems in client service and growth areas. The result was a complete map of a unified digital platform, with all priorities, timelines and costs specified. The clinic is on the way to execute all features of the project in the course of future couple of years.