Overview

Bupa Medical Visa Services (BMVS) were awarded the contract by the Department of Home Affairs in Australia to manage all visa related health requirements for migrants. BMVS had a very tight turnaround time to ensure they were ready to serve applicants and chose Q-Flow to streamline their appointment bookings at their 6 dedicated medical assessment centers across Australia.

Q-nomy's partner and reseller in Autralia, NEXA Group, were selected to an end-to-end customer journey management solution into the 6 dedicated Visa Medical Assessment centers to help streamline their 250,000+ applicants received each year. Q-nomy's industry leading technology, Q-Flow, together with NEXA’s committed team, were the key reasons why BMVS chose to partner with them.

The Challenge

There was significant pressure from the Department of Home Affairs to deliver a service that exceeded existing customer expectations whilst meeting the Australian Government standards. BMVS needed a solution that would:

  • Streamline the appointment booking process through to medical center arrival, customer flow, and follow-ups for a capacity of up to 1,600 daily appointments at their centers Australia wide
  • Provide management real-time reporting on performance data to improve operational efficiencies
  • Personalize the process to improve the customer experience

With the increasing demand for visa related medical services, the solution provided needed to be scalable, robust and reliable.

The Solution

The project team collaborated with BMVS to ensure the solution would address current and future challenges. They installed Q-Flow, Q-nomy's globally recognized technology, to streamline the appointment process, provide real-time data and personalize the customer experience.

How the solution works:

  1. After an applicant applies to become an Australian citizen, or applies for a visa requiring a medical assessment, they receive a letter from the Department informing them of the relevant and necessary medical requirements for their specific visa.
  2. Q-Flow supports an omni-channel appointment scheduling approach and applicants can book an appointment via the BMVS website, call center or in branch. Applicants are then able to select a location and appointment time that suits them best.
  3. NEXA created a bespoke payments module to integrate with the existing systems saving both administration time and allowing real-time revenue reporting.
  4. Upon a successful booking, the applicant receives a confirmation text and email which details what documentation is required and relevant instructions for the appointment.
  5. A reminder is sent 1 day prior to their appointment to help improve applicant readiness and reduce the number of no-shows or rescheduling required.
  6. On arrival, reception staff efficiently check-in applicants using a barcode scanner and enqueue them.
  7. Large digital screens in the waiting areas are used to communicate applicant queue position whilst delivering important messages and entertain waiting applicants.
  8. Staff and management have access to real-time dashboards to monitor the customer (applicant) flow. Clinicians also use Q-Flow to actively manage the customer flow and capture all interactions with the applicant.

Results

The Q-Flow Customer Journey Solution was rolled out in record time of 4 months. This included staff training, to ensure go live was smooth.

The automated technology that sends communication to applicants has not only helped reduce the no show appointments but ensures applicants come prepared and appointments are completed. The decrease in rescheduled appointments resulted in more available appointments for new applicants.

The solution has provided greater personalization of BMVS services to the 250,000 applicants seen yearly improving the overall experience.

By identifying who is coming in for appointments allows staff to be better prepared. The efficiency gained by this is felt at every level resulting in a friendly and welcoming operating environment that’s reformed the historical chaos associated with a Government service.

The real-time data provided gives management confidence to make data-driven decisions to improve the level of service and customer satisfaction.

The customer feedback solution highlights this by tracking the client’s NPS which has remained consistently high at 75.