A leading pharmaceutical company sought to elevate their customer experience by better tracking engagement of patients and Healthcare Professionals (HCPs) with their digital content. They partnered with Newpage to implement a comprehensive solution.
Challenge
- Feedback Fragmentation: Scattered feedback mechanisms hindered comprehensive data collection across multiple markets and business units.
- Digital Blind Spots: Limited understanding of customer interactions on digital platforms, particularly the website.
- Limited Visibility: Lack of a centralized platform for feedback aggregation and analysis impeded identification of trends and areas for improvement.
Approach
Newpage collaborated with the client to implement Medallia’s suite of tools, tailoring a solution to address their unique requirements:
- Customized Feedback Collection: Designed surveys and feedback mechanisms for diverse stakeholder groups across markets and business units.
- Medallia Digital Suite Deployment:
- Implemented Digital Experience Analytics (DXA) for comprehensive web analytics
- Deployed Medallia Digital for real-time feedback collection from website visitors
- Centralized Feedback Aggregation: Integrated Medallia into client systems for seamless data aggregation and real-time, persona-based insights.
- Text Analytics: Utilized advanced analytics to extract actionable insights from unstructured data (e.g., chat and email transcripts).
Results
- Streamlined Feedback Collection: Enabled real-time insights and prompt issue resolution.
- Enhanced Customer Understanding: Provided comprehensive view of customer sentiment and preferences across all touchpoints.
- Improved Service Delivery: Implemented targeted Closed Loop Feedback (CLF) mechanism, increasing customer satisfaction and loyalty.
- Optimized Product Offerings: Gained deeper insights into customer needs, enabling data-driven product improvements and business growth.
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