Empired convergence 2017 - Data as your Most Strategic Asset
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Empired convergence 2017 - Data as your Most Strategic Asset
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Empired convergence 2017 - Data as your Most Strategic Asset
- 1. UNLEASH YOUR DIGITAL ENTERPRISE Using data to drive growth and change
- 2. In this session you will learn how Empired has helped organisations to get to know their customers and members better by analysing data. This solution helps you use data in an intelligent way to better understand your customers and members and how you should be communicating with them to help drive growth. Use it to drive customer intimacy, improve retention and promote advocacy.
- 3. All marketers want to be DATA-DRIVEN… …but many are NOT COLLECTING the data they need. Marketing ROI in the Era of Big Data: 2012 BRITE-NYAMA Marketing Measurement in Transition Study David Rogers and Prof. Don Sexton, Columbia Business School believe successful brands use data to drive marketing decisions 91% say their own company’s data are collected too infrequently 39%
- 4. UNLEASH YOUR DIGITAL ENTERPRISE Pacific Smiles Group
- 5. Transforming while performing ✓ Retention ✓ Loyalty ✓ Advocacy ✓ Cross/Upsell ✓ Customer Intimacy DIGITAL Dynamics DATA Customer Experience Customer Journey Personas User Experience Marketing Automation Integration Modern Apps Security Cloud Platforms Manage Services Productivity Content Mgt Mobility BIMODAL TRANSFORMATION
- 7. HISTORY OF PACIFIC SMILES GROUP
- 8. OUR TRUE PURPOSE To improve the oral health of ALL Australians to world’s best
- 9. OUR TRUE PURPOSE FACTS How we’ve helped shape Australia’s oral health in the last 12 months
- 10. ABOUT PACIFIC SMILES OPEN 7 DAYS A WEEK WITH EXTENDED HOURS RANGE OF SERVICES FROM CHECKUPS TO ORTHODONTICS PRIVATE HEALTH INSURER PREFERRED PROVIDER NET PROMOTER SCORE >70 CONVENIENT LOCATIONS ACROSS NSW, QLD, VIC & ACT 70 DENTAL CENTRES DENTIST CLINICAL INDEPENDENCE ONLINE BOOKINGS
- 11. Procurement • Inventory management • Negotiations with suppliers, logistics, accounts payable Training and Development • Graduate Development Programme • Inspire Dentist Conference • Mentoring Private Health Insurer Relationships • Co-ordinate and administer Preferred Provider Agreements • Special marketing collaborations with selected insurers Administration and Compliance • Corporate and centre based administrative services • Policies and procedures for compliance Staffing • Over 800 staff including nurses, receptionists, centre managers, administration and senior management Clinical Oversight • Dental Advisory Committee • Incident reporting, monitoring, benchmarking, feedback Pacific Smiles Dentists Patients ~ 343 dentists • No term contracts or upfront payments • Dentist pays Pacific Smiles a service fee • Dentist retains clinical decision making • Range of dentist age profiles, experience and backgrounds • Patient satisfaction evaluated through post visit surveys (Net Promoter Score) Services & Facilities Marketing and Retention • Local and regional brand marketing • Patient communication and engagement between appointments ~ 594,000 patient visits per annum • 76% general dentistry, 24% “high value” • Demographic is “middle Australia” • 75% of patients privately insured Service Fee Quality assurance Service Fees Private Health Insurers Facilities • Fit-out and operate modern, high quality dental centres • Ongoing facility maintenance IT and Systems • Practice management software and reporting • IT systems and support KEY ELEMENTS OF THE BUSINESS MODEL
- 13. DENTAL CENTRE NETWORK Currently 70 dental centres in total, of which 62 are branded Pacific Smiles Dental and 8 are branded nib Dental Care Centre Queensland New South Wales Australian Capital Territory Victoria Bribie Island Brisbane CBD Browns Plains Burleigh Heads Capalaba Deception Bay Helensvale Morayfield Mt Ommaney Mt Gravatt North Lakes Redbank Plains Strathpine Belmont Belrose Bateau Bay Blacktown Brookvale Campbelltown Charlestown nib Chatswood Erina nib Erina Forster Gladesville Greenhills nib Glendale Jesmond Kotara Lake Haven Marrickville Morisset Narellan nib North Parramatta Parramatta Penrith Queanbeyan Nowra nib Newcastle Rutherford Salamander Bay Singleton nib Sydney Toronto Town Hall Tuggerah Wagga Wagga Warilla nib Wollongong Belconnen Manuka Tuggeranong Woden Point Cook Ringwood Sale Torquay Traralgon Warragul Waurn Ponds Werribee Bairnsdale Bendigo Cranbourne Park Drysdale Melbourne nib Melbourne Melton Mill Park Mulgrave
- 14. TRACK RECORD OF SUCCESS
- 15. • Improved accuracy • Timely information • Resource shift to interpretation and value add • Adhoc analysis • Responsive to market and customer changes • Reduction in time maintaining integration points • Increased opportunities to reduce costs and improve productivity • Common view of data • High-quality data to support enhanced business performance Recurring headaches about reporting Integration hassles Manual processes that drain time and resources Rigid systems that limit flexibility CONSTRAINTS OF INADEQUATE SYSTEMS Benefits Benefits
- 16. • What processes are scalable? • What processes are be under pressure? • Can we ‘understand’ the business the same way? • Do we have the right systems / infrastructure? THINK LIKE 100
- 17. THE PSG JOURNEY
- 18. THE PSG DATA JOURNEY
- 19. THE PSG DATA JOURNEY
- 20. • 70+ dental centres, growing 10/year • Quantum of data: 1.2m patient records, 20.5m appts • 490 hours/month spent on standard reporting • Massive potential of untapped information: Is an ad-hoc report worth pulling someone off their job for a day? NEEDED A DATA WAREHOUSE SOLUTION
- 21. Found press release where similar work performed for a competitor In their case, aggregated practice management system financial data only Spoke with this vendor, solution costly, proprietary COMMENCED SEARCH FOR PARTNER
- 22. Found Empired Positive references Microsoft accolades Microsoft supplier as well as partner BACK TO THE SEARCH
- 23. Empired team gave confidence each step: They understood what we wanted They knew how to do it They’d done it before, it was like riding a bike for them EMPIRE ENGAGEMENT
- 24. THE SOLUTION
- 25. THE SOLUTION
- 26. THE SOLUTION
- 27. THE SOLUTION
- 28. Have a single data warehouse All our practice data in our repository Can query this in milliseconds, not hours WHERE ARE WE AT?
- 29. Ongoing work on transformed data model, and operational and financial dashboards To be delivered within November WHERE ARE WE AT?
- 30. More! More dashboards and visualisations More employee self-service to information More future opportunities – machine learning, algorithmic decision making, etc. NEXT STEPS
- 31. • Scalable systems and processes to take us to 250 centres, maintaining staffing levels within best practice. • Agility and responsiveness to our customers. • Greater insights to build customer loyalty and create raving fans. • High-quality information and reporting to support enhanced business performance. WHAT DOES THIS MEAN FOR PEOPLE?
- 34. UNLEASH YOUR DIGITAL ENTERPRISE Aussie Farmers Direct
- 35. Transforming while performing ✓ Retention ✓ Loyalty ✓ Advocacy ✓ Cross/Upsell ✓ Customer Intimacy DIGITAL Dynamics DATA Customer Experience Customer Journey Personas User Experience Marketing Automation Integration Modern Apps Security Cloud Platforms Manage Services Productivity Content Mgt Mobility BIMODAL TRANSFORMATION
- 36. Transforming while performing ✓ Retention ✓ Loyalty ✓ Advocacy ✓ Cross/Upsell ✓ Customer Intimacy DIGITAL Dynamics DATA Customer Experience Customer Journey Personas User Experience Marketing Automation Mode 2 – Agile, innovative customer enlightenment Mode 1 – Reliable, incremental modernization
- 37. Buying Cycles Awareness Consideration Intent Support Loyalty Advocacy Point of purchase
- 38. 1. Driving consideration to purchase to increase sales Awareness Consideration Intent Support Loyalty Advocacy
- 39. 2. Driving repurchase to increase lifetime value of a consumer Awareness Consideration Intent Support Loyalty Advocacy
- 40. 3. Driving loyalty to create advocacy Awareness Consideration Intent Support Loyalty Advocacy