A Terragni Case Study Driving Revenue growth in the Medical Solutions Industry through Frictionless Customer engagement TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Solutions Sample Business Outcomes World’s largest Provider of Blood and Cell related Medical Equipment & Solutions Employees 28,294 50,000 Products & Services
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Solutions Sample Business Outcomes Reimagining the customer journey for improving retention & profitability Understanding post purchase customer experience for the standard offering The impact of this experience on customer engagement for standard offerings as well for value added (knowledge based) services Drivers and barriers of engagement in the above context for multiple distinct customer types; across varying contexts of application and criticality
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Sample Business Outcomes Uncovering areas of friction to enhance engagement in the postpurchase journey Identifying differential contexts within which customers require post purchase services Differentiated service journeys based on context Differentiated offerings TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Sample Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 1 2 3 Neuro-Science based EAS Assessment for target customer respondents For identifying salience, cognitive friction and perceived friction Neuroscience based EAS assessment Business transaction data for the current and last 3 financial years For identifying key behaviour patterns and cohorts Purposively sampled customer Interactions - Episodic recall conversations For identifying contexts & impact on service experience & overall engagement Quantitative Insights Qualitative Insights
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Sample Business Outcomes High functional exit/switching barriers Finite alternate options Market leadership position High brand affinity TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Sample Business Outcomes As exit barriers are strong, a sub-par service experience drives a perception of “being stuck” for the customer & impacts overall engagement. Therefore, reducing service friction , real as well as perceived, across markets, contexts & regulatory environments is paramount Adoption of services is based on criticality of application and cost of non-availability / down-time – Services provisioning which is contextually aligned will drive better customer outcomes while driving profitability Reimagining value-added offerings as a strong revenue stream in addition to standard services – with clear and contextual articulation of benefits TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Sample Business Outcomes Frictionless experience for standard services High visibility service provisioning; differentiated based on application criticality & down-time impact Service journeys re-designed with context appropriate digitalphysical delivery mechanism TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Digitally delivered value added services: Proactive and preventative information services to boost Servitization, enhancing life and productivity of asset through A) Equipment performance and usage data B) Audits for quality and compliance across the lifecycle C) Training for effective usage and critical support
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Sample Client Background Challenge Objective What We Did Strengths Opportunities Solutions Sample Business Outcomes
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Sample Business Outcomes Wallet share from existing customer base Customer retention & Profitability Profitability Multiple new revenue streams from digitally enabled services differentiated value added service TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Thank You dipti@terragni.in +91 895 698 2522 TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
India London Bucharest www.terragni.in www.buyerbrain.com TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
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