Sharp Sight, a leading Indian eye hospital chain, faced a common challenge: managing a diverse customer acquisition team across multiple verticals. The hospital sought a unified platform to streamline operations, improve efficiency, and gain valuable insights into team performance. Within just a few months of the implementation of 1Channel’s Field CRM solution, the company achieved a 25% increase in average employee activity and reached a 95% mobile app adoption rate. It also crossed the remarkable milestone of crossing 10,000 accounts within the first three months of implementation.
About Customer’s Background
Sharp Sight is a leading eyecare hospital in India, serving patients for the past 22 years. The hospital has treated over 20 lac patients and performed 5 lac surgeries and procedures every since its inception across the 16 centres available in North India. Touted as one of the best eye hospitals in India, the organization caters to a diverse clientele. As a forward-thinking establishment, Sharp Sight continuously seeks to enhance its operational efficiency and customer engagement.
Customer’s Expectations and Goals
Despite its established reputation, Sharp Sight wanted to improve its processes for managing and optimizing the activities of its varied customer acquisition teams.
The company aimed to:
1. Automate Activities: Enhance the efficiency of its Corporate Sales, Marketing, Medical Tourism, and Recovery teams by automating routine tasks.
2. Unified Oversight: Provide top management with a comprehensive dashboard to oversee and analyze the activities and performance of all teams.
3. Boost Efficiency: Increase employee productivity and customer interaction through streamlined processes and better tool adoption.
4. Improve Visibility: Gain insights into meeting details and follow-up actions to plan better and execute customer acquisition strategies.
Despite exploring several solutions, Sharp Sight struggled to find a software system that met these diverse requirements until it engaged 1Channel for a tailored solution.
1Channel’s Solution
At 1Channel, our first objective was to understand the customer’s requirements and to examine the loopholes or processes that were already in place. Based on the analysis, we were able to curate a personalised solution to support the company's growth.
1. Comprehensive Automation: 1Channel automated repetitive tasks and standardised processes across the Corporate Sales, Marketing, Medical Tourism, and Recovery teams. This automation allowed the teams to focus more on engaging with customers rather than being bogged down by administrative tasks.
2. Unified Dashboard: A key feature of the solution was the development of a unified dashboard. This dashboard provided Sharp Sight’s management with real-time insights into team activities, performance metrics, and key account details, enabling informed decision-making and strategic planning.
3. User-Friendly Interface: At 1Channel, our primary aim is to ensure our solutions are user-friendly so every team member can access and operate the tools and software without hassle. The 1Channel CRM solution was designed with an intuitive app workflow, ensuring ease of use and quick adoption by employees. This was crucial in achieving high mobile app adoption rates.
4. Customer Success Support: 1Channel’s dedicated Customer Success team played a significant role in successfully implementing the solution. They provided continuous support and training to ensure the Sharp Sight team effectively adopted and utilised the mobile app.
Results, Benefits, and Future Outcomes
The implementation of 1Channel's solution marked a turning point for Sharp Sight. Within three months of going live, the hospital achieved a remarkable milestone of crossing the 10,000 account mark. That doesn’t account for all the results, though.
Following are all the benefits that Sharp Sight has experienced after the implementation of 1Channel’s Field CRM solution:
1. Increased Activity: Sharp Sight saw a 25% increase in the average activity per employee. This improvement was attributed to the automation of repetitive tasks and the streamlined processes facilitated by the CRM solution. With the employees getting more time in their hands due to automation, they could divert their focus to other work areas and improve their productivity accordingly.
2. High Mobile App Adoption: Within the second month of going live, mobile app adoption reached 95%. This high adoption rate was driven by the app's intuitive design and the effective support provided by the 1Channel Customer Success team.
3. Enhanced Customer Interaction: Automating repetitive tasks allowed the customer acquisition teams to allocate more time to direct customer interactions, fostering stronger relationships and contributing to business growth. This is one of the leading factors that has helped Sharp Sight build better brand loyalty and retain customers in the long run.
4. Improved Planning and Follow-Up: The visibility provided by the unified dashboard enabled better planning of follow-up steps for each account. This enhanced oversight ensured that critical actions were taken promptly and organised. In case there were opportunities to turn leads into paying customers, the relevant field sales team was able to conduct a personalised follow-up based on the data available to them.
5. Strategic Decision-Making: The comprehensive dashboard gave top management valuable insights, enabling them to make informed decisions and strategise effectively. This, in particular, has been a monumental inclusion for Sharp Sight as it has helped the eye hospital gain the traction they had been looking for all this while. It has also enabled them to identify trends, measure ROI, and optimise resource allocation.
Final Words
The partnership between Sharp Sight and 1Channel exemplifies how a tailored field CRM solution can drive significant improvements in operational efficiency and employee productivity. The hospital now has a robust platform to support its ambitious goals. By leveraging the insights generated by the platform, Sharp Sight can refine its strategies, identify new opportunities, and deliver exceptional value to its customers. The partnership between Sharp Sight and 1Channel is a model for other organisations seeking to optimise their field operations and drive growth.
