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Improve CX programs by listening to patients at scale

healthcare3-customer

Likelihood to recommend

10% increase

Time to close an alert

18% decrease

NPS increase

7 points

Before switching to Medallia, IntegraMed had been using a patient survey vendor to capture post-encounter patient feedback. However, the overall success, effectiveness, and adoption of the program were weak.

IntegraMed went live with Medallia Experience Cloud and focused their patient experience program on two key touchpoints, one for initial consultations and the other for treatment appointments. Since the initial launch, IntegraMed has further extended its program to address additional customer touchpoints and rolled out new capabilities.

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