Websites are crucial customer touch points that provide a convenient way for people to discover your organization, learn about what you do, and make contact. Websites can also be extended to streamline common customer touch points such as facilitating transactions and centralizing information for easy access by customers. Extending website functionality in this way helps organizations create a frictionless customer experience by making interactions easy and convenient through automation, which also reduces the workload for your busy employees.
For example, in a healthcare setting, a physician can receive prescription requests through a website any time of day or night and approve them for fulfillment. It’s convenient for the physician, who can save time by not seeing every patient in person, and it’s convenient for the patient because they don’t have to leave home for a doctor or pharmacy visit when they’re ill.
Extending Website Functionality for a Frictionless Customer Experience
As a consultative partner, Peach iQ adds value to websites by supporting and streamlining business processes to remove friction from the customer journey, both for the customer and the organization. By automating common processes, organizations can get more done with fewer people and provide a higher level of service and support. In the above example, the customer had a fast, frictionless experience requesting a prescription. The physician, who’s quite busy as a rule, saves valuable time while delivering the outcome the patient wants, and can make money while sleeping.
Automating Transactions for Efficiency
Adding functionality to a website to remove friction for the customer requires integrations with internal and external systems and automations to ensure timely turnaround and to eliminate as much manual work as possible.
Transactions include functions such as booking an appointment, ordering a product, and taking payments.
Automation work in the background to fulfill transactions quickly and accurately. For example, if you are taking payment for a prescription using automation, you need automation to alert the pharmacy to the new prescription, take a payment from the patient, and pay the pharmacy. Automated processes are fast and require fewer people than manual processes.
Integrations make automations work by ensuring that the right data is available to the right website service when needed. Integration eliminates the tedious and repetitive process of having employees log into multiple systems and input the same information multiple times to fulfill an order, which is time consuming and prone to error. Several integrations may be needed to automate common processes, including integrations among internal and external systems, such as the pharmacy’s systems.
Integrations and automations work together to streamline transactions for the organization and provide a frictionless experience for the customer.
Adding Customer Convenience with an Online Portal
Many organizations offer online portals to centralize information for customers. Portals are convenient ways for customers to access information without having to contact the organization and wait for an answer.
For healthcare providers, a portal is a convenience for patients because they can find all their information in one place, including past visits, medical records, and prescription history. They can also book appointments and make payments. The portal removes friction for the patient because they have a convenient way to interact with the doctor’s office, and it removes friction from the office because automation takes care of work that would otherwise be done manually.
Peach iQ recently implemented a project for a physician who wanted to use a website to streamline the process of providing prescriptions for travel-related medications for preventing malaria and cholera. The doctor considered it inconvenient for patients to sit for an hour or more in the clinic just to get standard medications, particularly for people who travel a lot and are pressed for time.
Using an app on the physician’s website, patients can create a profile, log in, and order travel related medicines quickly and easily. The patient can start the process at night and expect the medicine to be shipped the next day. Once the prescription is automatically filled, the results of the transaction are automatically posted to the patient’s portal.
The Peach iQ Approach
Peach iQ works as a trusted advisor to help clients discover opportunities for automation that benefit your organization and your customers. Based on your needs and wants, we can recommend specific approaches and technology to remove friction from customer interactions.
We work closely with clients to understand business needs and develop solutions that create less work for the organization and more value for customers. By adding functionality to your existing website to create a frictionless customer experience, you can minimize the need for employees to do tedious, repetitive handwork to support operations, reduce errors, and make it easy for customers to work with you.
For example, we use custom software development and open-source tools to create automations, integrations, and an intuitive user experience. The latter is particularly important because you can have the best back-office functionality in the world, but if it isn’t easy and intuitive, it may not be used. Peach iQ puts a strong emphasis on ensuring a modern user experience using the latest tools.
Depending on the need, we may also recommend additional components to automate added conveniences for the customer and the organization. For example, organizations can integrate the IBM watsonx AI platform into their website to create the integrations and automation. They can even provide a conversational AI assistant to answer questions.
Our recommendations are always based on your business needs, which will determine which technologies or tools are best suited to improving processes.
Ready to talk? Contact Peach iQ today to start your journey to improved efficiency and service through your website.