The COVID-19 pandemic has prioritized self-triage and virtual care investments for healthcare organizations (HCOs). While the current situation has accelerated investment in these technologies given that they are required, prudent HCOs will ensure that these investments are folded into their long-term strategy to make the shift from reactive to proactive care. The digital front door is one of the pillars of this strategy.
Forrester defines the digital front door strategy as an approach where intuitive, right-sized, and just-in-time recommendations are shared with customers across digital touchpoints throughout the journey. These touchpoints are moments that will lead to increased revenue, brand advocacy, loyalty, and improved health outcomes for the customer. To effectively execute on this strategy, HCOs must focus on those technology investments that improve personalization and convenience and continuously gather input to improve the customer experience.
The healthcare market is changing at a rapid rate, with many new entrants. As you look to compete or collaborate with the likes of Walmart, CVS Health, or the big tech titans such as Apple, Amazon, and Google, you must focus on how your organization will retain current customers (patients and members), acquire net-new customers, and engage them along their care journey.
The pandemic will have a lasting effect, forever transforming the face of the healthcare industry. Consumers will demand a virtual-led strategy. Optimizing your digital front door strategy today will ensure future relevance.
We have curated a set of three reports to help HCOs formulate their digital front door strategy:
- Use this report to understand how customers engage with their HCO today and, more importantly, how they want to engage.
- Use this report to inform your technology investment prioritization.
- Healthcare customer relationship management (CRM) providers are the backbone to a successful digital front door strategy. Use this report to understand which CRM provider is best suited for your organization’s needs.
Have questions? Want to discuss your strategy for the pandemic and beyond? Reach out for an inquiry here.