A player in the B2B healthcare ecosystem needed to renew a fleet of equipment, maintain service quality, and support professional users across the entire value chain (assistance, after-sales service, renewal, commissioning). The operation required a commercial approach adapted to portfolio maintenance and proven multi-channel coordination.
Healthcare – B2B
Multi-channel
Ensure the reliability and security of processes and transactions related to user journeys.
Reduce friction at the “moments of truth” to restore trust in solutions.
Standardize customer relationship management and accelerate request resolution.
Orchestrate a market renewal at scale while ensuring service continuity and quality across heterogeneous incoming and outgoing flows, without degrading the professional user experience.
Dedicated team of multi-skilled advisors, omnichannel media, and a system proven over 20 years.
Strategic satisfaction study, targeted surveys, and iterative action plans.
Application and value-creation solutions, with technical co-development serving efficiency and reliability.
Implementation of a Customer Interaction Management (CIM) system for unified management and data qualification at every point of the journey.
Comprehensive expertise to resolve breaking points.
Dedicated expertise for rapid incident resolution and unified management ensures optimal service continuity and perceived reliability.
Friction is reduced, and key moments become simpler and more pleasant, delivering a more professional and consistent experience.
With qualified data and satisfaction surveys, decisions are made faster, and actions are better targeted to maximize performance.
Technical solutions are developed collaboratively to ensure operational efficiency and process reliability.
A unified information system leverages data at every stage, enabling continuous process improvement.
Targeted client feedback is incorporated into an active, ongoing quality improvement approach.
Experienced experts at each level ensure sustainable reduction of breaking points for better service continuity.
A unique combination of operational field expertise and data-driven governance via CIM and surveys optimizes performance continuously.
Proven and flexible solution designed to cover the entire relational value chain in B2B healthcare.
Each project benefits from a tailor-made solution, quickly mobilizable teams, and adaptability to peak flows to ensure uninterrupted service.
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