Transformative digital solutions are revolutionising every sector, and healthcare is not being left behind. The relevance of embracing digital transformation in the industry is felt in addressing the needs of communities that extend beyond the limits of traditional clinical care. Today’s patients and community members alike expect interactive, personalised, and compelling care, so organisations offering these services, both in and out of clinics must embrace innovative solutions.
Providing an optimally accessible, meaningful, and communicative digital platform is imperative. It’s seeing organizations look towards DXP to deliver omnichannel digital experiences to meet customers’ demands and expectations. However, many healthcare organizations don’t realize the full potential of their DXP because of certain mistakes in adoption and use.
In this guide, we learn more about what a DXP for the healthcare sector should look like, its adoption mistakes wants/needs, and how Triggerfish can help you optimise your DXP and its integrations.
A digital experience platform (DXP) is an ecosystem of various integrated technologies needed to connect a wide array of digital channels and touchpoints. It consists of three elements – audience experience, management, and architecture. An integrated DXP offers organisations new ways to attract, engage, and establish meaningful customer relationships. And helps providers leverage community data in healthcare to deliver quality, need-centred care & advice.
Healthcare entities often make a variety of mistakes in the attempt to adopt a program geared towards maximising their digital experience. One common mistake is embarking on a long, complex, and miscalculated investment that never gets off the ground in the first place. Even when these projects start well, they eventually end up stuck. This can result from various factors, such as lack of program visibility, unclear goals, budget constraints, and scope creep.
Another mistake is trying to integrate everything at once. Many fail to understand that realising a well-integrated ecosystem of various tools is a process that takes time. Several innovative tools are involved, and it is important to learn about each technology, its role, and how to leverage it for service delivery. Therefore, integration should not take place instantly but as a process that occurs on an incremental basis.
Lastly, the failure to have all business units on the same page. A significant number of organisations fail to understand that the implementation of an intelligent DXP needs the involvement of all stakeholders across all departments. The purpose of adopting DXP is to have multichannel deliveries and expand into the far reaches of the web while keeping a single integrated control panel. This is only possible if all the departments are involved.
The modern healthcare industry is advancing daily thanks to the tremendous benefits provided by DXPs, enabling communities to remotely access health information via web-based or mobile tools.
The benefits are not limited to personalised care and better patient experience. Other use cases include improving staff effectiveness to reduce waiting time, having the ability to adapt to new technologies, eliminating silos in healthcare, driving critical decisions, and automating marketing.
As an emerging transformative healthcare technology, your platform should address three critical issues regarding realising a connected community of care;
Your DXP must bring together all stakeholders in the healthcare sector, from providers, payers, community-based organisations, and government, to coordinate services that span the clinical-to-non-clinical continuum. The outcome has been a collective and coordinated approach to improving the health, safety, and well-being of communities cost-effectively and sustainably.
Triggerfish is a leading digital agency that helps enterprise organisations implement their Sitecore DXP. When it comes to your DXP, we can:
Triggerfish exists to help meet the needs of hospitals, minority groups, mental health entities, paediatric care organisations, home care, and more.
The adoption of intelligent DXP solutions is increasingly becoming a norm because of the inefficiencies of traditional care systems. It is challenging to communicate with and service the community appropriately due to insufficient data and system silos. In addition, the health information disseminated does not appropriately serve its audience because it is not relevant to their needs. Triggerfish helps address these challenges by assisting organisations to implement Sitecore DXP solution that fully integrates their systems to provide more relevant information to the right community members, at the right time.
A classic example of Triggerfish at work was helping UnitingCare consolidate its websites. UnitingCare is one of Australia’s largest service providers, with numerous brands under its portfolio. The organisation has over 70 different website domains and landing pages between its brands. Triggerfish helped identify and consolidate all these sites into a single platform. It achieved this by first auditing every single page to determine the pillars of the customer journey. With such information coupled with extensive research, these sites and contents were realigned to enhance customer experience.
We also helped the medical entity meet and protect the community's needs at the height of the COVID-19 pandemic. UnitingCare had a massive responsibility of responding quickly and efficiently to the pandemic. This involved digitising existing manual contact tracing processes. Triggerfish helped fulfil this goal by delivering the COVID-19 screening app in 72 hours. The app helped the provider meet its needs and later won an award for managing the pandemic.
Become a driver of business impact, and increase your customer lifecycle value by transforming your customer experiences from manual to connected, intelligent, personalized, automated and outcome-driven.
Reach out to our team today to learn more and book a same-page meeting.