Use Case
Diagnostics & Action Planning

Diagnostics and action planning were key to the business delivering to its customers, but staff needed more consistent and effective tools to make robust, successful action plans.

To achieve this, we created an integrated Diagnostics & Action Planning solution that could self-improve and predict performance.

The Questions

Partnering with a psychologist, we created a client questionnaire and diagnostic work flow. This enabled staff to capture data quickly and in a consistent format, and it delivered a professional customer experience.

The Rules

We worked carefully with historic data and subject matter experts to create an initial set of Rules and Actions.

After the diagnostic process, staff were presented with a pre-populated, draft Action Plan to customise.

The Plan

The Action Plan was designed to lead the customer through their entire journey and could therefore be used to predict revenue and costs.

As the Plan was updated, the customer was automatically classified and segmented for monitoring and reporting purposes.

The Feedback Loop

But it didn't stop there!

Using the performance data that we captured, we were able to create algorithms to dynamically optimise the Diagnostic & Action Planning based on real-world outcomes.

This led to the development and roll-out of a suite of other data-powered products that transformed operations and forecasting for the organisation.

The Components

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