Virtual In-Servicing

Customer Satisfaction at a Lower Cost

At a glance

Company Type

Advanced Wound Care

Target audience

Hospitals, Skilled Nursing Facilities

Size of audience

6,000 Healthcare Professionals

Results

63%

Growth in sales after the in-service

97%

Customer Satisfaction

Challenge

Our advanced wound care client needed to provide in-servicing to its customers, but deploying a clinical team for on-site training was not cost-effective. Our client needed a solution that allowed them to maintain a high level of customer satisfaction, reach their customers when they were available, and help them reduce in-servicing costs.

Solution

We used virtual, web-based in-services to reach the client’s customers during the first, second, and third shifts. Over a 2-year period, our team of trained product specialists conducted over 10,000 virtual in-services for 6,000 healthcare professionals at approximately 4,700 healthcare facilities. The average in-service length was 45 minutes.

Results

Our client saw a 63% increase in sales the first month after the in-service compared to the month before. The virtual in-services have also received a 97% customer satisfaction rate, with customers saying the experience was ‘interactive’, ‘easy to understand’, and ‘engaging'.

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