Optimal customer experience
Optimising customer experience when delivering medical devices for complex issues
Helping the customer faster and better
Putting the customer first and delivering the best medical devices. That is the main priority of MediReva, a Dutch supplier of medical devices and grooming materials. The organization wanted to keep its existing ERP system while improving the customer experience and better complying with laws and regulations. Together with Ciphix, they built MoZaïeK,’ a back-office application based on Mendix low-code. The application allows them to help clients faster and give more attention to clients with complex issues. In addition, MediReva is now more compliant with laws and regulations which helps them in their contact with health insurers.
- Existing ERP system was getting in the way of innovation
Lots of customization limited agility - Switch to agile mindset
Utility and need for change requires persuasion
ERP with flexible shell
MediReva is originally a family business, specializing in the supply of medical devices throughout the Netherlands. It is headquartered in Maastricht and employs about 600 people. To ensure that the processes in the organization run as efficiently as possible, MediReva has been using an ERP system for years. In it, current customer data are linked to logistics and inventory data.
In order to comply with changing laws and regulations surrounding the care process, there was a lot of ongoing development on that system over time. As a result, it became increasingly difficult to switch to a new version.
Moreover, a situation arose in which the organization could no longer properly oversee how new changes to the system would affect its functioning. MediReva’s rapid growth in both clients and employees also meant that it no longer met current needs.
Continue to use existing ERP system
That’s what MediReva wanted to do something about because it was essential to them customers continue to provide the best tools now and in the future. They decided to continue using the existing ERP system and build a low-code application around it for the healthcare process. They started looking for a partner who could support them in this. After a careful selection process, MediReva chose Ciphix.
Linda Ramaekers, process manager at MediReva: “During the selection process, with other parties I often had the idea that they would build what I asked for. With Ciphix, I was the only party that had the idea that they were going to build what I needed. Because they listened carefully, thought along with us and asked critical questions, we were convinced that they were best able to make the translation to what we really needed in this extensive digital transformation project. In addition, we simply had a very good click.”
Good explanation crucial in implementation
During design thinking sessions, we then first determined what needed to be built. The central question was: will this solution really solve the organization’s problems?
Subsequently, the implementation of ‘MoZaïeK’ proved to be quite challenging at times. The organization had to get used to the agile method in which the application was further improved in small steps. With the help of Ciphix, the managers of MediReva therefore always explained as well as possible what was being built and why.
In June 2020, the first version of “MoZaïeK” was delivered. Five more major releases were delivered in the two years that followed. ‘MoZaïeK’ now streamlines healthcare processes at MediReva and is also the basis for the MediRevanet, the system that professionals in the hospitals work with. The existing ERP system remains in use for the logistics processes, but is now easy to convert to a new version.
This is how we work
Better compliance and greater insight into customer data
Working with ‘‘MoZaïeK’ provides MediReva with several important benefits. The application makes it easier for employees to enter intake interviews according to applicable laws and regulations. Sometimes this means an extra action, but because employees know why it is necessary, it is not a problem.
In addition, customer service representatives now have more insight into the customer’s situation. For example, they can now see whether a customer has called before and which medical devices have been ordered by them in the past. This puts the customer more at the center of the care process and helps them get the right resources faster.
More room for clients with complex issues
In addition, clients with ‘MoZaïeK’ will soon be ordering sixty to seventy percent of medical devices directly through the site without the need for another customer service representative. This will create extra space for customers who need more attention due to their complex problems or because they are already elderly and like having someone on the line.
Because a large portion of applications will be handled entirely online in the future, nurses will then have more time for these clients. Based on their specialist knowledge, they will be better able to help these people. This is expected to result not only in more satisfied customers, but also in more satisfied employees who are happy to be able to use their knowledge for people who really need it.
Suggestions for the best medical devices
In the future, the functionality of ‘MoZaïeK will be further expanded.
Because all customer data is now collected automatically, in the future MoZaïeK will also show suggestions of medical devices previously used in a similar situation to customer service agents, making it even easier for them to give the best possible advice to customers.
Marc Gelissen of Ciphix: “MediReva was working with the agile method for the first time. Especially in the beginning, that meant we sometimes had to work with them on managing expectations among employees. In the end, it was all worth it and with MoZaïeK’ we have delivered a future-oriented application where MediReva can do what they want most: put the customer first and provide them with the best possible medical devices.”
Linda Ramaekers: “We are very satisfied with our choice of Ciphix. The way they work and know how to ask the right questions really helped us during this process. In every phase of the project they also knew how to use the right developers with exactly the expertise we needed at that moment. If the project was not going so well for a while, we could simply say so. This extensive digital transformation project with Ciphix has therefore been a complete success as far as we are concerned.”
Related services
- Improved compliancy
Easier to record intake interviews according to standards legislation - Customer is central to care process
More insight into customer data provides background on help request and puts it at the center of care process - Intermediate step no longer needed
App enables independent medical device ordering in majority of cases
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