Next IT Healthcare & Apptentive Partner to Help Pharmaceutical Company Boost Patient Happiness and LTV
Today, we’re excited to share how Apptentive has partnered with Next IT Healthcare, the leader in patient engagement, to deliver exceptional patient value for a joint healthcare customer. Together, we helped a global pharmaceutical company significantly improve their patient satisfaction and increase patient lifetime value (LTV) with an extraordinary mobile app experience.
A little back story
When looking for a more hands-on way to support patients throughout their therapy experience, the pharmaceutical company decided to leverage the power of mobile. They built an app to support patients during their treatment experience, but due to complicated user flows, the app received poor engagement and negative app store feedback.
The company then enlisted Next IT Healthcare to replace and revamp the app. Next IT Healthcare built a new patient engagement app for the company, called a virtual health coach. With a state-of-the-art conversational user interface, the virtual health coach was trained to educate, provide timely medication reminders, and ultimately improve compliance and adherence, while building a unique, human-like relationship with individual patients. As a result of the new app, the pharmaceutical company saw significant improvements in patient usage.
In order to measure app satisfaction and improve the patient experience, Next IT Healthcare then incorporated Apptentive Prompts and Surveys. The combination of app improvements led by Next IT Healthcare and Apptentive’s Prompts and Surveys significantly helped the company to truly listen to customers, understand them, and earn adoration and evangelism as a result of doing so. Within three months of leveraging Apptentive, 91 percent of customers who were prompted said that they loved the app for managing their therapy, and the company saw strong increases in ratings as evidenced below.
In addition to increasing positive feedback and external validation, Apptentive was also able to help the pharmaceutical company intercept negative feedback and provide an avenue for direct customer feedback through in-app surveys. The patient survey responses provided insights around app sentiment, ease of product use, and roadblocks in the product that the pharmaceutical company and Next IT Healthcare were able to then incorporate into the product roadmap.
A continued partnership
The company continues to work with Next IT Healthcare on their patient engagement mission to improve long-term outcomes with those using the app, and use Apptentive’s Prompts and Surveys to help deliver an engaging, exceptional patient experience within their app. Creating positive patient experiences during their therapy plan management not only increases patient LTV, but also bolsters patient happiness.
To learn more about the partnership between Apptentive and Next IT Healthcare, check out the full case study.
If you’re looking to leverage the power of mobile to build relationships with your patients, hear their feedback, learn how they feel about your app, and in turn increase LTV for your healthcare app, we’d love to talk! Drop us a line at firstname.lastname@example.org to learn more.