The results: Measurable impact
Following the implementation of Pendula, Concentric achieved impressive results in enhancing their customer engagement. They saw an average reply rate of 43% across nurture communications, reflecting improved responsiveness from their client base. Customer feedback increased as survey response rates climbed, contributing to higher online ratings and reinforcing their reputation for quality care. Additionally, with fewer manual tasks required to manage queries and responses, Concentric’s team could dedicate more time to providing in-depth, personalised support, further elevating the client experience across their operations.
- Average 43% reply rate across nurture communications.
- Increased response to surveys, leading to higher online ratings.
- Less manual tasks involved in assisting customers with queries and responses, more time dedicated to supporting customers in-depth.
"Pendula took the burden off our shoulders—automating business process and streamlining workflows so we could manage customer communications effortlessly. It’s given us the breathing room to focus on delivering exceptional care to our clients."
Simon Baird, Chief Information Officer, Concentric
Why Pendula?
As a next-gen customer engagement platform, Pendula’s flexibility allowed it to be tailored to Concentric’s specific needs, enabling adaptive, two-way interactions that inspire and retain clients at scale. With its focus on multichannel engagement and automations, Pendula provided Concentric with the tools to streamline workflows and enhance customer experiences across their support services.
Key features:
“Pendula has been a game-changer for us. It’s simple to set up and lets us send tailored communications to our clients effortlessly. From appointment reminders to customer surveys and ad-hoc outreach, it’s solving real problems by keeping our community connected and engaged—saving us time and improving how we deliver support.”
Simon Baird, Chief Information Officer, Concentric
What’s next for Concentric?
Concentric has some exciting plans on the horizon, like rolling out more automations to smooth out operations and keep things running efficiently across their expanding network. The team are also looking to add new touchpoints to the client journey, making the experience feel even more seamless and supportive. Plus, they’re eager to widen their community onboarding efforts as they launch new services, helping more people and areas in need connect with their innovative approach to healthcare.
Get involved
If you’d like to explore how Pendula can enhance your client communication and omnichannel healthcare engagement workflows, simply request a conversation with us!
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