Apollo Hospitals Enterprise Limited

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Apollo’s customer-care experience enhancement programmes had already set a benchmark for the healthcare industry in India. Yet, to further strengthen the credentials, the group initiated two projects. The Customer Experience project focused on having a uniformed and structured mechanism to capture customer voice from all touch-points and use this data to achieve greater customer insights. The project helped the hospital group to design and develop products and services to meet and exceed the customer’s expectations. Another programme, called Patient Engagement Platform (PEP), was successfully implemented to make the interactions of a customer during the care delivery process totally seamless. Together, these programmes have eliminated inconvenience to patients in care delivery and plugged the gaps by designing digital health solutions.