Get CloudCherry to analyse your customer’s journey, solve problems and delight them
Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
Through metrics and surveys, understand the hassles your patients go through and improve their overall experience
Simplifying Your Patient Journey
Enabling Global Healthcare Organizations to
Patient Journey Mapping
Adopt a Journey-Based Approach to Patient Experience
CloudCherry helps healthcare organizations adopt a journey-based approach to managing patient experience. Capture real-time feedback from your patients across their journey, right from the consultation to post-treatment stages, to track their evolving expectations.
Find out what patients expect at different stages of their journey and formulate action plans that meet their needs. Identify the levers of patient experience and ensure that every touchpoint is optimized to deliver delight.
Optimize Micro and Macro Journeys
Every interaction that patients have with you plays a crucial role in shaping their perception of you. Which is why we provide healthcare organizations the ability to flexibly switch between macro and micro patient journeys, and investigate experiences.
Be it a consultation experience, or an online appointment booking, analyze journeys to understand inconsistencies in experiences. Compare different patient groups and gain actionable insights at each stage with recommendations on patient likes/dislikes, how to improve patient loyalty, retention, and more.
Address Critical Painpoints along the Journey
With our Journey Builder, you won’t just be able to build end-to-end patient journeys but also identify exactly where, when and how along the journey do patients face friction, and need assistance.
Derive ready actionable insights from patient feedback with our journey-based approach. Proactively uncover and address critical pain points, and consistently deliver delight.
Create Surveys Effortlessly on our Questionnaire Builder
Our Questionnaire Builder helps healthcare organizations create and customize patient surveys in no time. Select from different question types – Yes/No, Multiple-Choice, Rating, Open-text, and more – and create unlimited surveys for different patient groups and phases of the patient journey.
Use our drag-and-drop functionality to easily add, delete, reorder or edit questions. Insert triggers and conditions to create different questionnaire flows based on the responses received from patients.
Use Multiple Touchpoints and Channels to Listen to Your Patients
Collect patient feedback across 17 different physical and digital touchpoints. Use our omni-channel surveys to constantly engage with patients and understand their needs, and ensure that you are always proactively listening to what they have to say.
Take advantage of channels such as Email, Website, Smart Devices, QR codes, IVR, Chatbots, Pop-up surveys and more to monitor patient experience dynamically. CloudCherry’s omni-channel framework allows you to collect feedback from patients across multiple touchpoints in your hospital or clinic.
Centralize Patient Feedback from Various Channels
Patient feedback collected through our omni-channel surveys is sent to a centralized dashboard in real-time. Be it the survey form during the first consultation, or the Email survey sent post a treatment, all data is combined and analyzed in an aggregated manner.
Eliminate silos and view patient experience holistically on CloudCherry’s platform. This, in turn, helps create a seamless patient journey right from appointment booking and consultation to treatment and post-treatment.
Create What-If Scenarios with Predictive Analytics
Go beyond knowing what your patient needs are for today. Leverage our platform’s predictive and prescriptive analytics to anticipate pain points, predict patient behavior and proactively address critical issues.
Run what-if scenarios to map the financial impact of future policies and processes to your Healthcare organization. What is the impact of improving ‘quality of service’ by 15%? Comparing various what-if scenarios will aid in prioritizing investments.
Use Path Analysis to Identify the Drivers of Patient Experience
What are the factors that contribute to patient experience? Healthcare organizations can identify the underlying factors, for instance, treatment quality, ambiance, or range of facilities that influence patient experience, understand correlations between them, and then establish causation.
Does treatment quality have the maximum correlation with high NPS ratings? What are the factors that add to a high treatment quality rating? Get ground-breaking insights on how various aspects of the patient experience impact each other and use these insights to create more delightful experiences.
Discover Patient Sentiment with Deep Learning
Leverage deep learning and machine learning to uncover sentiment behind conversations that patients or prospective patients have about your healthcare organization. Track comments on social platforms, review sites, other third-party sites, and open-text responses and bucket the sentiment as positive, negative, or neutral.
Choose between Microsoft Azure ML, IBM Watson, and CloudCherry’s own proprietary deep learning algorithm to analyze sentiment from open-ended comments.
Real-Time Alerts & Reporting
Address Patient Feedback in Real-Time
With CloudCherry’s real-time patient experience platform, stay on top of your patients’ needs at all times. Be alerted of negative feedback and take action immediately. You can also set alerts for positive feedback to identify staff or doctors whom patients recommend, and recognize and reward them.
Set dynamic triggers in patient surveys. For instance, get notified in real-time when a patient rates the overall experience less than 5 out of 10 with the alert being sent to the concerned department who can then look into the issue.
Set Alerts for Multiple Teams across Touchpoints
Set real-time alerts on patient feedback at multiple touchpoints for multiple teams to proactively identify unhappy patients and resolve their issues on time.
Our customizable notifications engine allows you to create unlimited notifications across multiple channels. The alerts can then be disseminated to different teams and employees.
Create Personalized Dashboards and Scorecards
We make sure that every employee in your organization, right from the reception staff to the doctors and the nurses, are empowered with the right set of insights to enhance patient experience within their capabilities.
Create dynamic views for different teams, and set and track specific KPIs around NPS, Patient Satisfaction, etc. Also, compare performances across different locations, teams, or touchpoints, to precisely identify shortcomings and fix issues proactively.
“The CX platform allowed us to collect feedback in real time. I saw the commitment of CloudCherry as a partner as they were willing to customize the solution based on PUMA’s needs and improve the platform based on our feedback, which was very important for us in a dynamic retail environment.”
HEAD OF RETAIL (SEA)
“We chose CloudCherry because of customer journey mapping. No other competitors in CX space have focused or started the strategy of measuring customer experiential data using journey mapping. This feature was something we were looking for a long time. It brought all the customer data in one place and we were able to gain insights and make sound business decisions easily.”
Senior VP, Customer Strategy
Chelsea Rae Lee
“CloudCherry helped our Customer Loyalty Program scale, expand and thrive. Their support, consultation and comprehensive approach to Voice of Customer saved us time and money! Best in class tools, and systems helped to quickly analyze our unstructured data and turn what was qualitative data into quantitative data. We are focused on taking our program to the next level this year. CloudCherry has been an excellent partner and consultant, with their expertise and capabilities, I’m confident we will exceed our goals!”
Senior Program Manager
“We’re trying to become embedded in our customers’ lives through our journeys. Adoption must go up, cost of acquisition must go down, and the cost of the transaction must go down. All these costs fall off from how you designed your journey and your delivery processes. Looking across all the journeys, you need to understand the cost of keeping your customers engaged. This is how you determine whether your customer experience is impacting results across the entire journey.”
Regional Head Customer Journey Experience
“Using CloudCherry, we are able to deploy feedback surveys quickly on our own. Further, by using the right channels and making surveys more engaging, we increased response rates by 20%. All customer feedback is now available on one platform, for us to analyse holistically. Using the in-built data analytics tools on the platform, we have implemented improvements in service at our stores that resulted in NPS going up by over 20%. The CloudCherry team deeply understands our needs and has been successful in providing the right solution with the right support; enabling us in achieving our customer experience goals at a reasonable budget. CloudCherry is also giving new features and updates regularly, that helps us in developing our customer experience program further.”
Head of Customer Service – COURTS (Malaysia)
Rashiruleneey Rashid (Eneey)
“We strive to really listen to concerns and focus on making improvements, whether it means changing processes, policies and/or vendor changes. We want the members to know that we care, we listen and what they tell us is important. Every comment and score is analyzed and presented on our CloudCherry dashboard. CloudCherry helps with our strategic priorities to create a segregated member experience by measuring and acting upon our member’s feedback that helps us meet our goals.”
Member Experience Manager
“Cloud cherry has helped us better understand the customer journey and find areas of improvement. Its great working with their young and passionate team, a team that understands the challenges involved in creating and monitoring great customer experience in an airline like Vistara, which likes to refer to itself as #NotJustAnotherAirline”
Chief Strategy and Commercial Officer
“At Solarity Credit Union, we are committed to providing extraordinary experiences that exceed expectations of our members. CloudCherry software has helped us enhance our member experience tremendously by highlighting areas we can improve upon, as well as areas that we are excelling in. The feedback we receive on the platform helps us direct our efforts efficiently, as we are crafting the ideal member journey. The team at CloudCherry has closely collaborated with us on our journey to deliver delightful member experiences.”
Member Experience Enthusiast
Demystifying Questionnaire Creation
MYA Cosmetic Surgery Collected feedback through patient journey & improved experiences with the help of CloudCherry
Breaking the 6 CX Laws – A healthcare nightmare