3%
only
of adults with cancer are enrolled in clinical trials4
15%
only
of patients are aware
of clinical trial options3
1/4
investigative sites will under-enroll2
1/10
investigative sites will fail to enroll a single patient2
Mobilizing a Health Plan’s Omnichannel Strategy
The challenge
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Client Name,
CEO, Company Name
Point B's health plan client wanted to build a cost-effective yet high-touch experience that enabled customers to engage however and wherever they preferred. Internal teams and new leadership had committed time, energy, and resources to make their strategy a reality, but they were struggling to see progress and identify measurable results.
OPPORTUNITIES
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8,000
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1 milion
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4,500
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4,500
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4,500
Through conversations, Point B assessed that siloed teams and ambiguous priorities were preventing progress. Our goal was to remove the barriers and establish effective ways-of-working for the cross-functional team.
The opportunity
Creating accountability around a “north star” goal
Our approach
Assess your omnichannel opportunities
Understanding interdependencies
Mobilizing cross functional leaders and teams
Our client was relieved to learn
that their omnichannel strategy
had tremendous potential once
their organizational structure was
aligned to support it. Our unbiased perspective uncovered barriers and ways of working that had prevented progress.
Untangling the current state
and building a cross-functional governance structure helped our client better understand their organization, prioritize near-term wins and envision future
state planning.
Project outcomes
Today, we're taking the next steps to help them operationalize their omnichannel investments.
Task number one was to understand all the initiatives, projects and work in motion. After that we asked stakeholders to identify the value omnichannel could provide to their customers and to the business, helping them align around a common goal and purpose.
We brought siloed departments and functions together through conversations and workshops designed to build a shared understanding of each team’s role and where all the interdependencies met. Everyone gained a clear picture of how their work related to omnichannel goals and what they needed from others to be successful.
Once the team had rallied around the goal and their individual roles in achieving it, it was time to build a cross-functional strategy and an approach to measuring progress.
Click the circles to indicate the channels your organization has invested in. Are there any gaps that could enhance your customer experience?
CASE STUDIES
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