A case study in digital transformation

In an era where travellers demand swift, efficient medical assistance, one global leader in emergency assistance services faced significant operational challenges. This case study explores how a strategic partnership with Air Doctor, an innovative solution, transformed their service delivery and customer satisfaction.

The challenge

The assistance company faced four primary issues:

• Complex and lengthy case handling: managing medical cases involved many steps, slowing down progress significantly

• Ineffective follow-ups: multiple touchpoints during case resolutions resulted in frustrations and communication challenges
• Prolonged case resolution: due to intricate coordination requirements, cases often took weeks to resolve, putting pressure on operational resources

• Diverse customer needs: serving a broad spectrum of clients, from tech-savvy youth to older travellers, added another layer of complexity.

To address these challenges, the company partnered with Air Doctor, a digital platform that connects travellers with a global network of over 20,000 multi-lingual doctors and specialists.

Air Doctor offers seamless access to medical care, regardless of location or language. The partnership focused on integrating Air Doctor’s service into the company’s existing workflow.

The implementation strategy included:

• Comprehensive training for agents on the app’s functionality and benefits

• Brief weekly check-ins to continue training, offer guidance, or offer updates

• Collaboration with training managers to develop tailored materials

• “Winner of the Month” competition to incentivise app usage.

Transformative results

The partnership yielded remarkable improvements:

• Streamlined processes: simplified the medical case handling process and reduced the number of required steps by 80%

• Rapid case resolution: case resolution times declined from weeks to minutes in many instances

• Enhanced operational efficiency: generating appointment links became one of the easiest daily tasks for agents

• Enhanced customer satisfaction: quicker turnaround times and seamless access to medical care significantly improved the customer experience

The assistance company not
only overcame its operational
challenges but also boosted
customer satisfaction

Key success factors

Several factors contributed to the success of this digital transformation:

• Seamless integration: Air Doctor’s platform was smoothly incorporated into existing workflows, minimising disruption

• Comprehensive training: ongoing education ensured agents were confident and proficient in using the new tool

• Cross-departmental alignment: regular inter-department meetings between corresponding departments facilitated swift communication and action on key issues, as well as strengthened the partnership

• Performance incentives: an internal competition drove adoption and engagement among the company’s agents

• Customer-centric approach: The solution effectively addressed the diverse needs of the global client base

Conclusion

This case study demonstrates the power of strategic partnerships in driving digital transformation within the assistance services industry. By leveraging Air Doctor’s innovative platform, the assistance company not only overcame its operational challenges but also boosted customer satisfaction.

Due to intricate coordination
requirements, cases often
took weeks to resolve

The success of this partnership spotlights the importance of embracing digital solutions to meet the evolving needs of the modern traveller. It demonstrates how innovative collaborations can transform customer experiences and operational efficiency. As the industry evolves, partnerships like these will be instrumental in delivering adaptable, customer-centric services that set a new standard in global travel assistance.