Veterinary Toxicologists Select Case Management Solution for the Future
Cross-functional team effectively imagined a modern customer experience while protecting the heart of the legacy solution
Driver
A leading veterinary toxicology research and advisory group relied on decades-old software with limited support and no ability to provide a modern customer experience
Outcome
The organization selected a modern platform that will scale with them — and an implementation partner who truly understands and is committed to preserving the heart of the previous solution
Customers seeking advice will have multiple channels to provide intake information, rather than relying on sharing information over the phone
Customer care agents will be able to serve more animals and focus on providing expert advice, verifying information provided asynchronously and easily referring to resources
Researchers will have access to all existing data as well as modern analytics and data science methods, with the new platform
Approach
The FlexPoint Consulting team:
Worked with a cross-functional selection team to take great care in understanding requirements and the strength of the existing system while re-imagining the customer experience with modern tooling
Evaluated various types of platforms to creatively meet the client’s use cases
Went beyond typical demonstrations to do in-person deep dives with the three finalists, to give them the opportunity to shadow current processes and truly understand the heart of the legacy system
Worked with the selection team to align on the best platform and implementation partner for their next chapter