Real-Time and Omni-Channel Customer Experience Management platform CloudCherry has enabled super speciality eye hospital Narayana Nethralaya to optimize feedback management and consequently improve the patient experience.
Narayana Nethralaya used to collect paper feedback from its patients. This process was not only cumbersome but also very time-consuming. The hospital would analyse all the feedback collected at the end of the day and therefore, they couldn’t act on patient feedback quickly enough.
There was a pressing need for a dynamic platform to not just collect feedback from patients but also discover insights into patient experiences, in order to rectify any issues and understand trends.
They then came across CloudCherry, a real-time and omni-channel customer experience and sentiment mapping platform.
CloudCherry, right from the onset, has assisted them in achieving their end goals – making Narayana Nethralaya more fast and efficient in responding to feedback in real-time. This also meant that the hospital could do away with paper feedback systems and collect feedback electronically via tablets. Using CloudCherry’s customer analytics tool that generates actionable insights, Narayana Nethralaya is able to generate a tangible action plan – backed up with insightful data into patient behaviour – on a regular basis to improve the patient experience.
Moreover, the eye hospital has included the Net Promoter Score® question to discover how loyal their patients are and also to specifically identify the unhappy ones. They also constantly track the Customer Delight Score in order to gauge the level of satisfaction their patients get with the services offered.
“Cloudcherry has assisted us in stepping up the patient experience to a new level. We believe that a robust feedback system is vital for improvements in processes. The CloudCherry product has helped us evolve from a paper based process to a more patient-friendly electronic system which enables us to immediately address any issues and find solutions.” said Chitra Seshadri, Manager-Opportunities, Narayana Nethralaya.
“Capturing & measuring patient experience at a hospital is a very new, yet rapidly growing need. Patients are looking for the same experience they would expect at a restaurant or a hotel, and as a brand, providing this experience is imperitive. We are delighted to see Narayana Nethralaya deem this as a priority and we look forward to tremendous success together.” said Prem K Viswanath, Chief Brand Officer, Cloudcherry.
Cloudcherry is a Customer Experience Management product company that helps brands track, measure and improve Customer Loyalty, Customer Delight and help increasing Profitability through Omni-channel and Real-time Feedback Management and Customer Analytics.
Cloudcherry is a preferred partner for several large brands such as HDFC Bank, Titan Company, Caratlane, Alyasra Fashions and Cinnamon Grand amongst others, and helps them measure Customer Delight and the Net Promoter Score® through their cutting edge, cloud-based platform. Funded by The Chennai Angels and IDG Ventures, Cloudcherry is a graduate of the Microsoft Ventures Accelerator, Winner of CII’s Best IT Startup of 2014, Part of the NASSCOM Emerge Top 50 Product Companies in India, with offices in Chennai, Bangalore and Singapore. Visit cloudcherry.com for more information.
About Narayana Nethralaya
Narayana Nethralaya is a super speciality eye hospital with 4 branches in Bangalore. They have state of the art operating theatres and facilities for advanced diagnostics in all specialties of eye care including Laser-assisted and Microincision Cataract Surgery, most recent procedures for refractive error correction, advanced glaucoma management, comprehensive treatment for vitreoretinal disorders, pediatric & squint management, uveitis, oculoplasty procedures and custom made ocular prosthesis. Narayana Nethralaya also have two eye banks and are committed to assisting the financially weaker sections of our society.
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