TeleHealth Growth Journey
PROJECT OVERVIEW
In 2020 the market demand for telehealth solutions rapidly increased due to the pandemic, prompting clinics across the country to seek out digital tools that would enable them to provide services to their clients remotely. Our client had an established product in the market designed for healthcare providers to use as a telehealth tool for their clients. Within a short period of time, the Sabii Digital team devised a new process to cater to the unprecedented landscape and address the growing demand for animal telehealth solutions.
Capabilities: Go-To-Market, Test & Learn Plans, Proof of Concept Development, User Research, Prototype Design and Model, Digital Innovation
Tools & Softwares: Figma, Salesforce, Calendly, Google Voice, Zoom, Slack, Miro, Jira
Industry: Pet Healthcare
Project Duration: 3 Years
Business Problem
The client had a viable product but due to the pandemic, they needed to pivot their strategy. To fully serve their customers, the client needed to adopt clearer digital processes which required implementing a customer relationship management (CRM) system.
As the client experienced a surge in clinic sign-ups, it became evident that existing processes were insufficient to handle the growing demand. They needed to define scalable processes for both their sales and support teams, ensuring that they could efficiently cater to the increasing number of customers. Additionally, our client did not have an established digital infrastructure in place to both track and address the needs of their rapidly evolving customer base and the scaling of their product.
Proposed Solution
Since our team was already familiar with this product having helped bring it to market , we knew that our approach in this unpredictable time would have to be scalable and adaptable to changing business requirements.
As we built out a new CRM platform to address the needs of our clients and their customer base, our team took into consideration that our design would have to encompass all aspects of a high-performing system, including but not limited to lead generation, account management, automation workflows, dashboards, reporting, case management, and more. We incorporated integrations and automations to enhance workflow efficiency and optimize processes, utilizing tools such as Calendly, Cloudingo, Jira, etc. to ensure that the sales, support, and all operational teams had a comprehensive platform to use.
CONCLUSION
Sabii Digital’s adaptive role from initially being a Go-to-Market strategy partner to driving ground up development of a customer success management system played a key role in the scaling of this innovative platform. Our digital engineering and design team’s forward-thinking approach during times of exponential growth allowed our client to prioritize delivering exceptional services to their customers.