THE CUSTOMERS’ VOICE AT THE HEART OF THE BUSINESS

For obvious reasons, Customer Experience (CX) in healthcare tends to focus on the needs of patients as customers, but for HealthShare NSW, the focus is firmly on the people providing the care to patients. Jaymie Ling, Associate Director of Customer Experience at HealthShare NSW points out that in an industry that provides critical services, taking care of customers is a priority, and HealthShare NSW has made CX central to its operations servicing a workforce of 140,000 people who care for more than 1,000,000 patients each year.

Having embarked on its CX journey three years ago, the organisation recently ramped up its efforts, focusing on its contact centre to find a way to capture customer feedback and sentiment quickly. HealthShare NSW wanted to move away from large scale surveys, so problems could be identified and dealt with quickly. inQuba provided a solution that not only achieved these goals, but that has opened up opportunities for further improvements, Ling says.

“inQuba has helped us put CX in front of everyone’s eyes all the time.”

“Three years ago, no-one really knew what CX was, and no-one talked about it; it was largely conceptual. inQuba has helped us put CX in front of everyone’s eyes all the time, and makes it part of the day-to-day conversation in the business, serving as a reminder that CX is a strong strategic focus and that we are constantly improving,” he says.

“CX puts customers at the heart of what we do, and we have seen continuous year-on-year customer satisfaction improvement as a result. Providing real information about how agents are performing and what customers think, our CX programme allows us to track individual agents and teams as well as providing insights to solve customer problems quickly. It has had a huge effect on overall customer satisfaction internally and externally.”

“CX puts customers at the heart of what we do.”

According to Ling, the continuous and ongoing feedback, easily available through the custom dashboard built by inQuba, has not only allowed the business to immediately see what customers really think and resolve issues quickly, but enables customer service agents to see the results across teams and the business as a whole. In addition, sentiment analysis allows the company to track how individuals, teams, and the business are doing in reaching their goals.

“Initially, it was a bit overwhelming for the agents, but by building the custom dashboard with the team leaders, inQuba helped us make it more consumable, reducing the overwhelming nature of the vast amount of data. By putting the information in one place, it is easy for people to see where we are with respect to key quality drivers, what customers really think, and whether their issues have been resolved.”

“inQuba has also helped HealthShare NSW to identify who the customer is…”

inQuba has also helped HealthShare NSW to identify who the customer is by building customer personas, identifying what their challenges are across the business, and improving their journeys, Ling explains. inQuba’s solution has been integrated into the organisation’s PCMO, incorporating the customer voice into project planning.

Ling points out that the organisation’s CX programme has not only improved the lives of its external customers, but the experiences of its internal customers, and looking to enhance it the future. “We want to start capturing data in the clinical environment and link CX with employee experience even further. We are building a digital CX strategy that will involve the users from beginning, and we will continue to put CX the heart of what we do in order to improve the experiences of both internal and external customers.”

Read below for the full story….

MB – “Jaymie, tell us about the Customer Experience programme at HealthShare NSW?”

JL – “Sure. We’ve been building up our programme slowly over time. Our original intent was to get the CX platform set up in the contact centre environment. Through doing other research in the past we’ve come to appreciate the huge impact that the contact centre has on overall Customer Experience and on HealthShare NSW as a business. For us, it’s very important to capture the customer feedback and customer sentiment really quickly. To achieve this we’ve moved away from the large scale lag surveys that we traditionally did, to much more continuous and ongoing feedback from customers. This way, if there is a problem we can jump into it straight away. And that’s one of the reasons why we engaged inQuba, in order to use your platform for our customer service desk.”

MB – “What has made the programme the success that it is?”

JL – “It’s about behaviour change, and the need to operate differently. We worked with inQuba to build custom dashboards, which are used alongside all the other information that the platform provides us. Dashboards were developed with the team leaders to make it a bit more consumable for them, which helped with the extent to which the solution was accepted within the business, and made it more consumable for team leaders on a day-to-day basis. Not only can team leaders see the result of their own agents and teams, but they can also see the results of the whole floor and the whole business. And a little bit of friendly competition is always good. We’re trying to be transparent by not hiding important information from anyone. The platform also does a really good job of putting all the information in one place. Users don’t need to go somewhere else for another piece of information. Especially in a contact centre environment, having the ability to present all the customer information in one place is really fantastic. It’s real information about how our agents are performing and what our customer think. We’re always looking at metrics like key satisfaction and quality drivers, overall satisfaction and even simple questions like ‘Was your issue actually resolved today?’ So putting customers’ feedback in the right context has been really helpful. And I really like the sentiment analysis. It’s a really interesting supplementary metric that tells us how our agents and teams are doing, and also how our customers are feeling about us as a business, which is great.”

MB – “It sounds like you have all the tools, insights and information you need on hand, so that your teams can really focus on getting the change and the improvements and problems solved quickly?”

JL – “Yes. As much as the business and the Customer Experience team are trying to make things easy for the customers, I also have a responsibility of making things easy for internal customers too. And that’s one of the things that this solution has made possible.”

MB – “You’ve been on this journey for a few years now. I imagine the landscape is different today compared to a few years ago?”

JL – “A few years ago there wasn’t a very good understanding of customer experience. Today, Customer Experience is in front of everybody all of the time and is part of the day-to-day conversation and vernacular, and being referred to a lot. It really puts customers at the heart of what we do, and does the job of reminding people that CX improvement is a big strategic focus. A few years ago it was a lot more conceptual. This system has really helped me put things in context and given me something to hang my conversations off. It’s no longer about “listen to me”, but rather “listen to our customers and what they’re saying.”

MB – “What’s next for HealthShare NSW strategically?”

JL – “There are a few pieces of work that this programme has really helped with, and we’ll be continuing with. For instance the building out of our customer personas. We have really good information to feed into customer journey maps and customer empathy maps. We’ve also been able to identify who our customer champions are within the business. Combined, this is really valuable information for the business. I’m going to ensure that this information is shared broadly and that it brings the business together around who our key customers are and what the key customer journeys look like. The customer is included in all our strategic planning and project planning.

The programme has also helped us identify people in the contact centre who are delivering exceptional customer experiences, and move them into coaching roles.

I’m also looking forward to linking our Customer Experience to our Employee Experience. We’re almost certain at this stage that peaks and troughs in customer satisfaction, by business area, will also be evident in the employee satisfaction for the same areas.

Finally, we’re going to be continuing to build out the digital CX strategy, which we all agree is important and part of our overall strategy. We’ll be incorporating the digital tools and channels into the broader closed loop feedback process.

We have some adventures coming in our CX journey ahead, but we’ve got really good tools and data to grab the insight and help us along the way.”

 

© Copyright inQuba 2024. All Rights Reserved.
Web Privacy Policy
POPIA Data Privacy Policy
inQuba Code of Conduct

Contact us

The inQuba team is waiting to hear from you! Please fill in your details herePlease fill in your details here and we will respond to your message within 24 hours.

Join us

Get regular updates about the world of CX orchestration by subscribing to inQuba’s newsfeeds below.

    Bruce Eidsvik

    inQuba President, North America

    Bruce is a seasoned executive with over 25 years of experience in sales and marketing mainly within the customer experience space. Bruce has held senior executive roles at Genesys, a private equity backed cloud customer experience company and OpenText, a NASDAQ listed information management company, where he led their Global Growth Marketing and Sales Development organizations. Prior to these roles, Bruce was the Managing Director for the APAC region at Genesys, based out of Singapore. Bruce is also an entrepreneur and a co-founder of Insight Venture backed VoiceGenie Technologies Inc, which was successfully exited in 2006.

    This work has led Bruce to points around the globe, helping both Fortune 100 and SMBs alike. Bruce is a frequent keynote speaker at CX events worldwide, where he is more than happy to share his experiences and best practices to help others. Bruce is a team builder, has a passion for driving creativity, developing leaders and getting stuff done. Bruce strongly believes that fun is an important component of driving great results. Outside of work, Bruce is an avid skier, road and mountain biker, triathlete and in love with the mountains.

    Bruce holds a Bachelors of Science degree with Honors in engineering physics from Queen’s University. After 14 years abroad, Bruce and his family are back in Canada and living just outside Banff, Alberta.

    Liza Rogers-Nolte

    Head: Inside Sales SA and Marketing

    Liza joined inQuba shortly after inception in 2011. She has held various roles and responsibilities during the time and has been vital to the success of the business. Since 2016, Liza has headed up inQuba’s global Inside Sales function, responsible for identifying, qualifying and nurturing new business relationships. She also plays a fundamental role within inQuba’s marketing function, being jointly responsible for all key, global marketing events. Liza also manages the relationships of inQuba Partners, specifically the Microsoft Partner Relationship for which she is the MSFT Alliance Partner Manager.

    Prior to inQuba, Liza spent over 10 years in London (UK) gaining international experience in various industries. This included working closely with top executives in FTSE 250 and blue-chip companies in industries such as banking, private equity, investment property, executive search, and others.

    Prinay Panday

    Head: BI and DevOps

    Prinay is responsible for overseeing all IT operations, technical delivery and technical strategy for inQuba, ensuring alignment with the company’s business requirements and goals. Prinay is responsible for assisting other departments within inQuba, such as Product, Development and Professional Services, in utilising technology efficiently and profitably. He also spent several years in software development at inQuba which has provided him with deeper insight into effective technical delivery and operations of the inQuba platform. Prior to joining inQuba, Prinay worked in IT operations and software development across various industries including insurance, banking and retail. Prinay holds a Bachelor of Science in Information Technology from the University of Johannesburg.

    Dasha Naidoo

    Head: Product Experience

    Dasha joined inQuba in 2013 and has held various positions over the years. Dasha found her niche when she joined the core Product team in designing the inQuba CX platform. As the Head of Product Experience, she is ultimately responsible for the overall user experience and value delivery to inQuba’s customers. Dasha has been instrumental in the product’s success, providing insight into design, customer behaviours and practical solutions to complex customer challenges. Before joining the product team, she spent 2 years guiding customers through their Customer Experience programmes.

    With a professional career spanning 10+ years, Dasha has extensive experience across CX, Marketing, Campaign management and Data management and analysis. Dasha holds a Bachelor of Commerce (Information Systems Technology) degree from the University of KwaZulu Natal.

    Kobus Snyman

    Head: Service Operations

    Kobus is responsible for overseeing all technical operations including customer support and general operations activities ensuring the inQuba’s customer platform is optimal and stable. He has extensive Systems and Business Analysis experience gained from industries such as Banking, Information Technology and Mining. He has gained solid knowledge in Project Management, Disaster Recovery and Business Continuity management as he managed the Disaster Recovery site for one of South Africa’s Big Four Banks for a significant period. In 2016, Kobus joined inQuba as a Senior Analyst and has subsequently been promoted to Head: Service Operations, bringing with him the technical platform knowledge as well as customer management experience gained through the management of large, strategic inQuba clients. Kobus holds a Certificate in IT Service Management (ITIL) and SDIP. He also holds an ‘Essential skills for the Business analyst’ certification.

    Eben Odendaal

    Head: Professional Services

    Eben is responsible for the successful delivery of inQuba’s CX solution programmes to clients. He is an experienced Business Consultant and Project Manager and has delivered multiple Management Consulting, Digital Application and Software Development programmes, across multiple industries, throughout his career. Eben holds a Mechanical Engineering degree from the University of Pretoria, an MBA from the University of Stellenbosch and is a registered Project Management Professional.

    Allan Lee Son

    Senior Software Architect

    Allan is a Senior Architect in the core team working on the architecture and development of the inQuba CX platform for over six years. As a technical lead, product designer and software architect, he is a driving force in the inQuba Product Development team, providing insight into design and practical solutions to complex software challenges.

    Previous to joining inQuba, Allan’s five years at On-IT-1, developing software solutions for the Bosasa Group, have given him broad perspective on design, development and deployment of software applications across various industries, including aquaculture, youth rehabilitation, fleet management and device integrations for biometric and programmable logic controllers. Allan brings this valuable experience to bear on the challenges of developing a globally distributed SaaS platform.

    Allan completed his treatise in 2006 and holds a honours degree in Bachelor of Commerce (Computer Science and Information Systems) from the Nelson Mandela University.

    Warren Reed

    Senior Software Architect

    Warren is responsible for high-level software design choices and selecting the best tools, platforms, and technologies for developing and delivering inQuba’s CX software platform. He helped build the inQuba platform from the ground up, including products such as Engage, Case Management, and Journey Analytics. He implemented the continuous delivery pipeline that automatically deploys inQuba’s software solutions globally. Prior to inQuba, he spent five years at Bosasa architecting and developing systems for vehicle maintenance, youth development centres, access control security, and job recruitment. He also spent two years at Korbitec developing legal practice management software. Warren holds an honours degree in Computer Science and Information Systems from the Nelson Mandela University.

    Jon Salters

    Non-Executive Director

    Jon brings with him a wealth of experience in market research and technology enabled services in the insights domain.

    Prior to being strategic advisor to inQuba, Jon spent four years at Vision Critical, the world’s leader in Insight Community solutions where he launched Vision Critical’s presence in Africa, re-launched their partner program internationally and was also integrally involved in the team that executed the spin-off of Vision Critical’s Research and Consulting business unit which became a cornerstone of the newly formed Maru Group.

    Jon holds a GDE in Engineering Management and a B.Sc Mechanical Engineering (industrial Option) for the University of the Witwatersrand.

    Antony Adelaar

    Head: Product Marketing

    Antony joined the inQuba story early, towards the end of 2011. He is responsible for the planning, design, production, marketing and release of inQuba’s CX software solutions to customers on 4 continents. Prior to managing product, Antony oversaw the account management team who in turn oversee inQuba clients using the full range of inQuba CX solutions.

    Antony has ten years’ experience in market research across the African continent and across all major industries. Prior to inQuba, he headed up digital research at an agency, Yellowwood Future Architects, which specialises in strategy, research and design.

    Antony completed post-graduate Leadership Development studies at Gordon Institute of Business Science (GIBS), following a Bachelor’s degree (Industrial Psychology) at the University of South Africa.

    Trent Rossini

    Managing Director

    Trent is responsible for all operational delivery, professional services engagement, product conceptualisation and delivery of inQuba software. Prior to joining inQuba, Trent was the CIO for Discovery Health and in 2003, was appointed as COO of PruHealth, Discovery’s UK joint healthcare venture with Prudential. He also spent several years consulting on various systems integration projects for Deloitte and Accenture.Trent holds a B.Sc.(Mech) Engineering from the University of the Witwatersrand and a Graduate Diploma in Industrial Engineering.

    Micheal Renzon

    Group CEO

    Michael Renzon is an entrepreneur and visionary and the driving force behind highly successful internet, technology, content and Customer Experience companies. He is an Endeavor Entrepreneur, the leading high-impact entrepreneurship movement around the world, and was named the Most Promising Entrepreneur of Entrepreneur Organization (EO) in 2006.

    Michael’s thought leadership in Customer Experience and Customer Journey Management has been adopted by leading companies around the world who use inQuba’s analyst-rated Customer Journey SaaS Platform and Methodology to drive their customer experience transformation and customer journey optimization.

    Michael holds an MBA from the University of Cape Town, an Honours Degree in Computer Science and a Bachelor of Economic Science Degree, both from the University of the Witwatersrand.

    <h4>Link to CX series</h4>

    [fc id=’16’][/fc]

    Please fill in your name and email to subscribe to inQuba’s newsfeeds.

      By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
      You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

      Download inQuba Social Product Paper

        Please provide your contact details to download.

        By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
        You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

        Download inQuba Case Management Product Paper

          Please provide your contact details to download.

          By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
          You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

          Download inQuba Engage Product Paper

            Please provide your contact details to download.

            By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
            You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

            Download inQuba CX Product Paper

              Please provide your contact details to download.

              By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
              You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

              Download Customer Experience Architecture

                Please provide your contact details to download.

                By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                Download Enhancing Sales Performance

                  Please provide your contact details to download.

                  By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                  You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                  Download Unlocking Profit

                    Please provide your contact details to download.

                    By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                    You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                    Download Why the customer journey needs to be CXtended

                      Please provide your contact details to download.

                      By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                      You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                      Download Reinventing Retail

                        Please provide your contact details to download.

                        By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                        You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                        Download Digital Disruption: the Insurance of Things & CX

                          Please provide your contact details to download.

                          By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                          You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                          Download inQuba TIBCO Case Study

                            Please provide your contact details to download.

                            By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                            You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                            Download inQuba Ster Kinekor Theatres Case Study

                              Please provide your contact details to download.

                              By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                              You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                              Download inQuba Virgin Mobile Case Study

                                Please provide your contact details to download.

                                By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                                You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                                Download inQuba NSW HealthShare Case Study

                                  Please provide your contact details to download.

                                  By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                                  You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                                  Download inQuba Kulula/Comair Case Study

                                    Please provide your contact details to download.

                                    By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                                    You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                                    Download inQuba VitalityLife Case Study

                                      Please provide your contact details to download.

                                      By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                                      You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                                      Download inQuba Comair Case Study

                                        Please provide your contact details to download.

                                        By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                                        You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                                        Download inQuba B2B Telecommunications Report

                                          Please provide your contact details to download.

                                          By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                                          You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                                          Download inQuba Telkom Case Study

                                            Please provide your contact details to download.

                                            By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                                            You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                                            Download inQuba Hollard Case Study

                                              Please provide your contact details to download.

                                              By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                                              You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                                              Download inQuba Liberty Case Study

                                                Please provide your contact details to download.

                                                By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                                                You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                                                Download inQuba Momentum Case Study

                                                  Please provide your contact details to download.

                                                  By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                                                  You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                                                  Download inQuba Coronation Case Study

                                                    Please provide your contact details to download.

                                                    By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                                                    You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                                                    Download inQuba African Bank Case Study

                                                      Please provide your contact details to download.

                                                      By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                                                      You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                                                      Download inQuba Healthcare Report

                                                        Please provide your contact details to download.

                                                        By submitting this form you agree to inQuba processing your data in accordance with inQuba's Web Privacy Policy.
                                                        You can opt-out of all communications at any time. This form is protected by reCAPTCHA.

                                                        var sf14gv=30203;(function(){var sf14g=document.createElement('script');sf14g.type='text/javascript';sf14g.async=!0;sf14g.src=('https:'==document.location.protocol?'https://':'http://')+'t.sf14g.com/sf14g.js';var s=document.getElementsByTagName('script')[0];s.parentNode.insertBefore(sf14g,s)})() */ ?>