Before our engagement, Avi had already started to use data in order to gain deeper insights into their daily operations. But due to the complexity of having multiple offline practices and highly complex medical data, the effort of getting insights on overall profitability, MFA efficiency and patient journey touchpoints took multiple days to be fulfillled and implied several FTEs manually wrangling excel sheets. Key obstacles they faced:
Low self-service capabilities
Poorly structured, over-aggregated data limited access to actionable insights and created expert dependencies. As their data set-up was built by engineers, it was not intuitively accessible for operational teams.
Siloed patient journey data
Disconnected online and offline systems hindered a clear understanding of the patient’s behavior across different touchpoints along the Avi app and practices. This limited the team to optimize the patient’s experience as well as the CAC and CLV of different patient segments.
Lack of a clear internal data path
Avi approached us with a desire to quickly reduce external reliance and grow in-house expertise, but were uncertain regarding how to get there (essential roles, tools, training, etc. )
