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. One of the Onswitch team will also provide a debrief to outline the bottlenecks found and our recommendations. This is available for £1,800 +VAT.

Badges

Testimonials

Facebook

3 days ago

Onswitch

www.surveymonkey.co.uk/r/ISFM

Please help us help ISFM to understand what you like about their cat education programmes

So this is a short survey and will be used to help ISFM plan their support for you in different and better ways

So please take a few minutes to fill this short survey in and share with colleagues

All your feedback will really help ISFM

Thankyou and please share 🐱

#cats #OneVetTeam #Shamii
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2 weeks ago

Onswitch

So the weekend debate today all about
“Grab and go” payments now being trialled by more mainstream retailers
Reported in the iPaper today

So basically you walk in and you walk out with your goods or services
No transaction moment
No tills
No stop to pay
No wait to pay
No call back to pay

So yes you walk in and you walk out with your goods

Of course you are paying as you have self selected on the way in to pay on the way out via the magic of available tech!

So we the profession need a new story about payment

“You wouldn’t expect to go to Tesco and walk out without paying would you? “
That well known Vet team story!

So we the profession have to sort our pre pay process

Pay up front
Agree to pay
Subscribe for all care
Whatever it may be

As when customers embrace “Grab & Go” the profession will need to embrace this simplification on the customer journey too

We need to talk about payment process
Make it clearer
Simpler
More transparent
Easier

What do you think?

Have a peaceful weekend

#OneVetTeam
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Twitter

If you have a moment, we'd appreciate hearing your thoughts! https://twitter.com/OnswitchLtd/status/1450535452432343047

https://www.surveymonkey.co.uk/r/ISFM
We are helping @ISFMcats understand what works for folks when choosing CPD and memberships
Please fill in this short survey and share with colleagues @iCatCare
Thankyou #Cats #OneVetTeam

Just come across this and it is not OK to mock what is a very serious issue across society and in our own profession
Those who mock just do not get it.
Anonymous posting hides open debate too
Debate, discuss and learn
#OneVetTeam

@OpenRoomEvents speaking at an actual event w real people
Weird feeling
VetForumUK talk all about expecting different results when you keep doing the same stuff
So think clients & team
Things you want to be different but you keep doing same stuff
#VetForumUK #OneVetTeam

2

Reviewing Team Track feedback reports
The team free hand comments what we need to do “more of”
This one struck home
It’s all about people always has been
And now more than ever we must invest in people not just shiny kit & equipment
Ask your team
https://onswitch.co.uk/team-track/

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Contact Us

01476 565343

info@onswitch.co.uk