Challenges
Unlocking the Next Stage of Growth
Mosaic Wellness embarked on a transition from a traditional supply-based operational model to a more agile and demand-driven approach, to catalyse the next phase of their growth journey. This strategic shift required the capability to rapidly scale their operations in response to the dynamic demands of their customer base.
Incomplete Consultations
A major issue that emerged was that the company was experiencing a high volume of incomplete consultations. In order to address this problem, the company implemented a series of measures to improve the completion rate of consultations.
Problem With Existing Solutions
Cron Jobs
They had a lot of tech dependencies and the schedules keep failing. A small change can prevent the job from executing as expected. Issues with the script itself, such as syntax errors or unexpected behaviour, would cause cron jobs to fail.
Metabase Alerts
These alerts would run at a specified time during the day but not every time an issue arose, they would miss issues as and when they occurred. With the alerts, there was no way to maintain accountability. This made it difficult for the operations team to track and manage their operations.
Use Cases
Reduced Technical Issues
Mosaic Wellness implemented a monitoring system with Locale to track consultations that commenced but were left incomplete. This had a clear impact on business as these were customers with high intent that the company was unable to serve.
Increasing Accountability
Transitioning from a supply-based to a demand-based appointment system, Mosaic Wellness integrated Locale to alert team members when doctors were running late. This proactive approach increased ownership and accountability ensuring timely issue resolution, contributing to an impressive 70% boost in appointment completion.
Increased Consultations Completion Rate
After the process change facilitated by implementing Locale, Mosaic Wellness not only witnessed a significant surge in completed consultations but also observed an improvement in CSAT and NPS. Through minor process adjustments and proactive issue resolution, they were able to serve a remarkable 25% more customers.
Solutions
Locale is a monitoring and alerting platform for business operations teams. The platform helps teams save time and increase efficiency by automating tasks and sending notifications as and when problems occur. Locale solves the challenges that Mosaic Wellness was facing by providing the following benefits:
Proactive Alerts
Instead of discovering it hours or days later. Locale constantly monitors data and flags the most important issue on the preferred channel to Mosaic Wellness.
Real-time Updates
Locale provides real-time updates on all of the metrics that are important to Mosaic Wellness. This allows the operations team to track and manage their operations in real-time.
Improved Ownership
Locale enhances ownership and accountability by automatically notifying multiple users when an issue arises. This ensures that everyone is aware of the issue and that it is resolved promptly.
Auto Resolve
Locale's auto-resolve feature has helped Mosaic Wellness quickly and efficiently address issues. This feature automatically resolves issues that are no longer relevant, freeing up time for the operations team to focus on more important pending tasks.
Docking Thoughts
- Locale is a real-time operational intelligence platform that can help businesses track and manage their operations.
- Locale can help businesses to improve their operations by providing real-time updates and increasing ownership and accountability.
- Locale has helped Mosaic Wellness to reduce missed appointments and improve the overall efficiency of its operations.
