Quaero’s hosted relationship marketing system, Quaero SpringBoard, helps your team maximize the value of your direct marketing and patient outreach programs. Fully implemented in 90 days or less, with no hardware or software to purchase, Quaero SpringBoard is the tool you need to

• Improve brand loyalty and retention of your key constituents (members, employers, producers/agents, provider community).
• Gain insight into who is responding to your programs, by media.
• Improve compliance with treatment protocols and formulary adherence.

Quaero’s expertise is proven to help drive brand loyalty, improve patient outcomes, and reduce total healthcare cost.

Successes

• Insurance Company Achieves New Level of Customer Understanding, Crafts Roadmap for Future Success
  
  Our client, a highly regarded individual and group health insurance company, sought to obtain, keep and grow customers. Facing increased competition and price sensitivity within the health insurance market, our client sought a way to effectively incorporate CRM tactics into the agent and customer experience to drive revenue and serve as the foundation for a long-term CRM strategy.
  
  The company had been implementing substantial activities and projects without a clear view of how projects impacted each other or the customer experience. Its process was organized around product lines and distribution channels, not customers. Therefore, the company had a minimal and disjointed understanding of customer experience and needs. Further, information “silos” prevented the effective sharing of customer information and insights within the company.
  
  Quaero implemented TouchPoint Mapping, literally “mapping” all consumer and agent experiences, then using the insights from the map to identify gaps and opportunities to improve the customer experience, drive loyalty and increase revenue. By aligning existing projects with the customer experience map, the company was able to develop a cohesive understanding of how all company interactions fit together – and how CRM strategy could be used to maximize all company marketing, sales and service efforts. Our client was then able to develop and prioritize tactics to address customer points of pain and defection triggers, providing the basis for generating customer loyalty.
  
  Through TouchPoint Mapping, Quaero quantified our client’s “customer experience” at an entirely new level:
  • 280 customer interactions identified/mapped
  • 93 customer needs defined and aligned with lifecycle stages
  • 144 points of pain and 79 customer disconnects identified
  • 40 best practices
  • 60 data repositories uncovered
  • 138 data alerts (no data capture, no data sharing, alternate data storage) identified
  • 350 opportunities and gaps identified – with tactics defined to address each
  
  Quaero further assisted the insurance company by creating common definitions of customer lifecycle stages and the needs at each stage, and aligning the company around the customer based on elements of the experience (needs, feedback, opportunities etc.). Finally, we worked alongside the client to build an action plan for 2007 and beyond, with clear implementation steps, timelines and interdependencies.