A well-established hospital network with 8 branches, known for its clinical outcomes and steady revenue growth, was facing rising competitive pressure and internal execution gaps. The leadership recognized that to unlock the next level of growth, they needed to strengthen their customer (patient) experience and sales execution capabilities.
Table of Contents
The Challenge
Despite growing revenues, the hospital leadership team was increasingly concerned about:
- Mounting competition and service parity in the healthcare market
- Inconsistent sales execution across branches, leading to conversion leakage
- Patient dissatisfaction due to long wait times, fragmented communication, and unresolved feedback
To drive sustainable growth and increase loyalty, the client engaged GreyRadius to conduct a comprehensive performance and CX transformation review.
The Solution
GreyRadius deployed a CX-Led Performance Transformation Program to reposition patient experience as a lever for growth. The solution was structured across three strategic pillars:
- Set Priorities & Build CX Infrastructure
- Conducted industry-wide Net Promoter Score (NPS) benchmarking
- Established a dedicated Customer Experience (CX) governance team
- Assessed and upgraded IT systems to enable end-to-end CX tracking
- Establish Closed Feedback Loops
- Activated inner loop processes empowering frontline teams to act on live patient feedback
- Launched outer loop actions to solve systemic pain points like wait times and communication gaps
- Built structured feedback-to-action models across all 8 hospital branches
- Drive Change Through Communication & Capability Building
- Created a “Sponsorship Spine” of CX champions and leadership advocates
- Delivered organization-wide CX capability training
- Trained over 1,000 employees in NPS-based coaching, empathy, and feedback response
The Approach
Benchmark & Baseline: Used industry NPS and internal scores to identify priority areas
- CX Governance Launch: Instituted clear roles, KPIs, and cross-functional teams
- Technology Enablement: Integrated systems for feedback tracking and reporting
- Behavioral Change: Delivered frontline coaching for ownership and responsiveness
- CX-Commercial Integration: Linked experience scores to churn and conversion KPIs
The Impact
| Key Metric | Outcome |
|---|---|
| NPS Improvement | +50 percentage points across critical touchpoints |
| Call Center CX Scores | Improved by 30+ points through targeted coaching |
| Patient Churn | Reduced significantly, especially in high-margin services |
| Sales Conversion Rate | +20% uplift in NPS-enabled pilot branches |
| CX Culture Transformation | CX function institutionalized across all 8 branches |
By repositioning Customer Experience as a profit enabler, GreyRadius helped the hospital generate measurable commercial impact—proving that loyalty-driven healthcare is not only patient-centric but also profit-centric.
