Heltti is a challenger healthcare provider that offers healthcare services to companies in Finland and the Nordics. Read how they nearly doubled their Net Promoter Score in six months turning customer feedback into action.
Traditionally occupational healthcare costs in Finland are payments for sickness treatments. What companies really want to pay for is for their employees to stay healthy and productive. Heltti disrupted the occupational health care business by providing a fixed price model and focusing on the health and wellbeing of knowledge workers.
Heltti and its customers both have the same goal: to keep employees healthy. Heltti is currently providing occupational healthcare services to over 8500 knowledge workers in 500+ companies.
Heltti started to collect and analyze customer feedback with Lumoa in December 2017. Before Lumoa, they sent long customer surveys to their members (customer base) about twice a year. The challenge was that the feedback wasn’t necessarily actionable. They could get some insights but if a customer complained about the service, there was very little they could do 6 months later to fix that relationship.
“Now with Lumoa, we get to know is going well and, more importantly, what is going not so well- almost in real time. This gives us a much better understanding of our customers and we can take actions straight away” – reveals Juha Nieminen, COO at Heltti.
Heltti has rapidly integrated Lumoa into the daily operations of employees and the company’s senior management. “We took the NPS results straight to the board to follow metrics and actions on a monthly basis. More importantly, we set very ambitious targets that we have achieved already. We now also have a bi-weekly customer forum meeting involving management from across the organisation. All people involved are held accountable for improving customer experience, both from a strategic and tactical perspective.” – Nieminen shares.
Now everybody at Heltti, including health personnel, doctors and nurses, receives their own customer feedback, ensuring that they can learn and improve after every interaction. Nieminen continues: “The insights generated from Lumoa helped us understand and focus our efforts on some customers that were at risk. We also understood the differences between health centers and employee performance. This lead us to coach those who needed help to improve their performance.”
The results that Heltti achieved have been outstanding, and the company almost doubled their NPS score to 70 in just 6 months. They still consistently increase their NPS month on month.
Nieminen concludes: “The ability to have customer feedback at our fingertips has enabled us to grow and we are extremely happy with the cooperation with Lumoa.”