Miranza GroupDownload Case Study
Miranza Group improves customer experience with an integrated healthcare strategy thanks to Chakray
When the COVID-19 pandemic struck, companies everywhere realised that to continue servicing their customer base, fast and radical change would be needed. Nowhere more was this true than with Miranza Group, a healthcare specialist based in Spain. For Miranza this was not just a question of financial outcomes, this was about the fundamental wellbeing and health outcomes of patients who needed them, perhaps now more than ever.
Miranza immediately recognised the role that digital could play in facilitating appointments and providing a care experience. Mar Mas, CIO of Miranza Group, invited Chakray to join her digital transformation journey to solve this immediate need but also to provide a solid platform for an improved experience well beyond the pandemic.
Miranza Group had a distributed network with independent and heterogeneous infrastructure and technological systems in each clinic. The management of patient appointment requests in the group’s network (16 clinics and more than 3,000 patients), was done manually and independently.
Miranza was very clear about what they were looking for with the project towards the digital transformation of the company, they wanted to carry out an initiative with a triple aspect:
- Check In in clinics
- Waiting management
- Patient portal that would allow for a unified clinical history
These changes were intended to improve the user experience, incorporating a new channel for requesting appointments that would complement the traditional telephone channel and would be aimed more at patients with a more digital tendency, accustomed to using online channels.
Define a scalability strategy for the incorporation of new clinics to the group, maintaining the distributed network approach and initiate the digital transformation towards the global digitization of the processes that affect the management of their patients. For all of the above, they hired the services of Chakray.
This project not only aims to improve customer service, but also to better manage the IT, marketing, administrative and medical teams of the Miranza Group.
Technology used to make this project a big success
- Apache Camel