Healthcare Data & Analytics

Elevating a customer service offering for a national supplier of diabetes equipment and supplies to home care patients

“It would have taken me a year to put together the work you’ve done in 2 months”

SVP, Chief Clinical Officer

The Challenge

A national supplier of diabetes equipment and supplies to home care patients lacked the data infrastructure to identify and resolve the root causes associated with some alarming KPIs. The KPIs signaled an issue with customer experience, but without a data infrastructure, they couldn’t explain why  the metrics were as they were. The KPIs included:

The Solution

“It would have taken me a year to put together the work you’ve done in 2 months”

SVP, Chief Clinical Officer

Given the lack of infrastructure, Manifold structured the project plan and helped engineer the Program Management Office (PMO). The project plan, custom built for the client, included the creation of customer-facing KPIs and dashboards and value stream mapping that identified process inefficiencies and KPI sub-performance. In addition, Manifold conducted employee, customer, and competitor customer interviews to understand the voice of the customer with respect to pain points, preferences, and more.

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