Benefits & Results

Empowering business teams with the information needed to make informed decisions and justify investments, clarifying different use cases and their expected outcomes, helping business teams draft compelling business cases to secure necessary funding for implementation, facilitating effective business planning by outlining expected growth outcomes, garnering support from business users to achieve these goals, enhancing the ability to identify and prioritize key opportunities for improvement, improving overall organizational alignment and focus on strategic objectives, providing a clear roadmap for technology and data capability enhancements, enabling more precise and efficient allocation of resources to maximize return on investment.

Background

Nuffield Health, the leading healthcare and wellness brand in the United Kingdom, runs a network of 264 facilities, including 37 private hospitals, 209 Fitness and Wellbeing Centers, and 7 Hospital Sterile Service Units. Nuffield Health proudly serves a community of 365,000 members, providing an impressive 223,000 episodes of care, all while maintaining a remarkable track record of 'Good' and 'Outstanding' ratings from National Regulators for all of its 100% hospitals.

Challenges

Inability to track customer journeys across various touchpoints and service lines, limited data availability for driving personalization or recommendations, no comprehensive view of customer interactions across service lines, lack of trust in data and metrics with limited traceability to raw/source data, inadequate, inaccurate, and inefficient reporting, absence of a map of products, services, prices, or eligibility per site/corporate, limited visibility of cost and profitability across hospitals.

Solution

NowVertical conducted an extensive gap analysis which was translated into coherent use cases, presented to Nuffield's senior management with a time versus impact assessment, developed an engagement roadmap based on these prioritized use cases, envisioned a future technology architecture for a comprehensive 360-degree customer view, implemented multiple use cases including cost and profitability analysis, a single customer view, and a churn prediction model.

Implementation

Kickoff Meeting, Support from Nuffield Health business, Define Success Metrics, Detailed Workshops, Technical Assessment, Gap Analysis, Identify Use Cases, Prioritization Framework, Stakeholder Presentation, Engagement Roadmap, Cost vs Benefit Analysis, Draft Business Cases, Future Architecture Vision, AI/ML Integration.