Technology is the realm of the future, and in a scenario of constant innovation and development, Biotronik was born, a company specializing in cardiovascular medical devices, headquartered in Berlin, Germany. With over 50 years of existence, it operates in more than 100 countries, including Brazil, contributing to improving the lives of millions of patients every day. Approximately five million patients' hearts worldwide have received BIOTRONIK implants designed to save and enhance the quality of their lives.
Biotronik needed to improve the management of patient service requests, back-office operations, as well as customer service (hospitals and clinics) and patient interactions. This involved people contacting the company for information or services related to their medical devices, such as maintenance.
Service requests, for example, were made via phone or email, causing issues for hospitals, clinics, and technical advisors (off-hour demands, change of professional, unpredictable schedules, etc).
When someone receives an Implantable Cardiac Electronic Device (ICED), it generates a maintenance and assessment demand every six months. Biotronik not only sells the devices but also provides trained technical advisors to perform these assessments.
The challenge was not only to rethink the entire customer experience and its multiple aspects but also to connect technical advisors to the healthcare network through intelligent geolocation, service procurement facilitation, among others.
To address this scenario, we employed agile methodologies and assembled teams with high seniority, enhancing customer experience and quality. We delivered a set of prototypes tailored to each user profile involved in the process, complementing each other in data generation, billing, and service flow.
After identifying improvement opportunities, we developed a journey where service requests could be made through the platform. Technical advisors receive all demands via the app, including date, time, device, and patient information.
Using intelligent geolocation, selecting the nearest professionals reduces patient travel time and facilitates access to services.
With the implemented platform, instead of patients contacting technical advisors directly, clinics have a platform prioritizing their preferred dates and times. The tool selects the nearest professionals.
Service details are recorded, and patients can use an automated FAQ to resolve doubts. Patients can communicate with professionals (via chat) while the service is ongoing.
For the back-office, we developed a customized administrative center focusing on management agility and performance improvement. It includes a dashboard with key platform data, enabling report extraction and service tracking.
After implementing the platform integrating Biotronik with hospitals, clinics, and patients, improvements included:
We incorporated these features into the platform:
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