Customer Journey mapping

Understanding every stage of the client’s journey to and through your practice, mapping key touchpoints along the way, will help ensure you meet their needs better than anyone else around

Why should we do this?

We know that many practices struggle to map business processes, even before the pandemic hit them hard. Mapping the customer journey through a practice allows bottlenecks and issues to be identified, and targeted solutions to be put in place.

Post-Covid it’s vital that practices can see their workflows plotted clearly in order to:

  • Optimise financial recovery
  • Prevent burnout of the team
  • Ensure safe and effective working practices

How will it work?

Onswitch will undertake extensive research with every practice chosen for the project, collecting data in three key areas:

  • Telephone calls to measure how clients are advised to attend
  • Web audit to ascertain provision for webchats, online registration, appointment booking, remote consults etc.
  • Information gathering direct from the practice regarding processes and protocols used

What will my practice get?

Each practice will receive two bespoke customer journey maps – one showing current workflow and a second detailing how to optimise it. Three debrief options are then available:

  • Team workshop
  • Detailed insight delivered one-on-one by an Onswitch team member
  • Interactive session with Alison Lambert

Testimonials

Facebook

2 days ago

Onswitch

Well #Shamii cat has had a turbulent week!
Picking a fight and losing it to something or someone much bigger
So the practice advice was to keep the bandage on for 2-3 days ..........
Well that didnt quite happen 😂
What do you think #Shamii is saying today?
#cats #Shamii
... See MoreSee Less

View on Facebook

3 days ago

Onswitch

Dragons Den feedback for the Nottingham #FutureColleagues

There are always key themes and this year they were as follows:

1. It’s all about the #OneVetTeam it’s not all about vets! The TEAM is RVN, Customer Care, managers and vets

2. There has to be a match between the work load and the team to do it ! Need the people to do the work. More people are needed so you don’t burn folks out

3. Have a focus. Have a purpose. Why would folks choose you? What is the compelling reason to change to you ?

3. You cannot build a business with a plan to reduce your client numbers over time ! Attrition happens people and patients die, move away, and change vets - so you need NEW ones to keep the data live and sustainable

4. It’s all about capacity How many folks are you actually seeing an hour per vet? If you want to do 30 minute appointment you have to charge more than a 12 minute one

5. People choose a practice because it is
1. Local
2. Recommended by friends & family
3. Recommended by Key opinion leaders
4. Convenient eg accessible
5. ... cost

So that’s the feedback to the Den today 👍

Fab folks
Great day
#FutureColleagues
... See MoreSee Less

View on Facebook

3 days ago

Onswitch

Dragons Den today
Nottingham Vets great day working with #FutureColleagues all about what makes a Vet Practice tick
All over Teams this year is a little different
#OneVetTeam
... See MoreSee Less

View on Facebook

Twitter

Really interesting to follow other sectors and how they are helping their communities with the COVId ways of working
This is a really simple clear image and may well help many in the Veterinary sector
#OneVetTeam

Thankyou
#CXCongress2020 is great and such a good mix of folks from all over the Veterinary world
#OneVetTeam #Cx

And the Dragons Den
#FutureColleagues #Business @NottinghamVets @nottsvetsoc

Loving the strategy map exercise @NottinghamVets @nottsvetsoc #FutureColleagues #Business

Load More...

Contact Us

01476 565343

info@onswitch.co.uk