A rapidly growing Digital Health company seeking growth was preparing to scale after determining a need to optimize operations
Situation: A rapidly growing digital health company wanted to ensure its service organization was prepared to scale for the next level of company growth. Senior leadership faced a number of challenges – including team retention. Further, it became evident that recently discovered challenges to improve throughput would potentially impede the organizations growth. Moreover, the root causes and potential solutions to improve operational efficiency had not been identified. .
Approach: BIE’s work addressed key questions including: what should be the structure for the organization to successfully scale; what issues were really impacting team retention (aside from compensation); what were the optimal compensation/incentives that aligned promoting both NPS and retention; and how could they not only optimize customer service but also cost of service. BIE did a deep dive on the team’s operations, including: mapping roles & responsibilities, workflows and processes.
Result: BIE recommended a new team structure to realign the organization for growth and restructured the compensation to improve retention while optimizing cost of service. BIE also developed a framework to measure the complexity of work so the workloads could be more balanced. Ultimately, the Initiatives resulted in improved throughput, in addition to satisfaction scores from both customers and the service team.