Providing an exceptional customer experience goes beyond a simple smile from behind the counter or a helping hand in a crowded aisle. It’s much deeper than that, and it happens on a much more personal level. This is especially true in times of need. And sometimes, as can be the case in the healthcare industry, a highly personalized and meaningful customer experience can also be the difference between sickness and health.
In an effort to increase wellness and customer engagement, BriovaRx Pharmacy, a subsidiary of Catamaran Corp., has turned to SmartStory™ Technologies to develop a series of personalized therapeutic healthcare videos that can assist patients along the path to recovery.
SmartStory, an intelligent content and analytics agency that produces short and highly personalized videos for a wide array of industries, will incorporate real-time prescription data to provide instructional healthcare videos personalized to the needs of individual BriovaRx patients. Specifically, these videos will focus on a range of treatments related to various stages of hepatitis C and multiple sclerosis.
Since each patient’s journey towards wellness is unique, this original library of videos will be individually sequenced to deliver timely and relevant information and inspiration as it relates to the timeline of each individual’s personal experience.
“As an innovative industry leader that is committed to supporting patients on their path to wellness, BriovaRx is perfectly positioned to take advantage of the SmartStory customer-engagement platform,” said C. Lloyd Mahaffey, SmartStory Technologies President. “Their patient-centric commitment to providing superior customer service and support closely aligns with our own strategy of using a personalized video arc of engagement’ to tell smart stories that create long-term, immersive customer engagement.”
In addition to the initial library of videos, the SmartStory platform is also analyzing, tracking, and mapping how patients are using these personalized videos to further enhance customer engagement going forward. SmartStory’s future goals include influencing how closely patients adhere to the video content, promoting a number of preventive health measures, and mitigating the “knowledge gap” between patients and health professionals.
“This innovation has given us a great opportunity to create personalized content that is going to make a difference in people’s lives,” said Mike Zeglinski, Catamaran SVP of Specialty Pharmacy.