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Vaccines Customer Experience Excellence

A global vaccine manufacturer launched a strategic initiative to become the industry leader in vaccine customer experience.
Achieving this vision required reimagining the end-to-end customer journey to better meet customer needs and strengthen commercial performance.

results

  • Simplified and modernized customer ordering, contracting, & payment


  • Improved vaccine administration experience


  • Enabled payment flexibility to help customer cash flow


  • Streamlined EMR charting & inventory management with vaccine barcoding

Approach

Journey Mapping & Assessment. Mapped end-to-end customer journeys and day-in-the-life experiences across key customer groups (Pediatricians, PCPs, Nurses, Office Managers) and analyzed customer feedback to identify pain points, unmet needs, and improvement opportunities.


Design. Designed future-state customer journeys from ordering and inventory management to administering and charting, through billing & reimbursement. Identified strategic solutions to simplify and enhance the vaccine customer experience.


Implementation. Built and executed a phased roadmap to deliver customer experience improvements.


Adoption & Sustainability. Led cross-functional alignment and change management to embed customer-centric ways of working.

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