As its customer base expands, maintaining scalable, personalized Customer eXperience while empowering employee experience boils down to intelligent automation
In the field of borderless medicine, one firm in South-east Asia is serving over 2.8m customers in six regional countries, delivering personalized, inclusive healthcare through technology and innovation.
Founded in Singapore, Doctor Anywhere caters to both individual consumers and corporate clients, from primary and specialist care to wellness solutions. Its integrated model extends to a range of solutions such as employee benefits programs and third-party administration (TPA) services, all designed to enhance and streamline staff healthcare management for businesses.
According to its founder and CEO, Lim Wai Mun, “delivering a seamless and intuitive healthcare experience has always been at the core of Doctor Anywhere, serving as the foundation for building trust and loyalty among our users… As we expand the business, we are also committed to continuously improving the quality of service we provide.”
In line with that, on 31 July, the firm announced the adoption of a customer experience platform to scale and deliver better support for its users. The automation platform lets more customers engage with Doctor Anywhere on the channels they prefer, such as community forums, direct messaging, to enjoy more-personalized attention and service facilitated by real-time analytics that will be used to deliver smarter service at scale. Customer service agent will also be empowered to collaborate easily and respond to customers faster.
Also, as the business grows, the platform’s intelligent bots and flexible integration with the firm’s infrastructure is expected to future-proof scalability and customer engagement resilience.
According to Jenny Choo, Regional Vice President, Zendesk Asia Pacific, the customer experience platform provider: “The way they’ve disrupted the medical services space and the way they’re breaking down the barriers to access to medical services is admirable. We are happy to be part of a tech ecosystem that is delivering such important services and to be a part of their growth story.”
