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CASE STUDY | HEALTHCARE | DATA & ANALYTICS

Skincare and laser treatments business enabled to make data-backed decisions amid expansion

Solution Overview

Industry

Healthcare

Solution

Centralised Data Storage

Technology

Microsoft Azure Cloud

Location

Australia and New Zealand

Client

A national skincare business, which provides laser treatments, advanced skin treatments and cosmetic injections via its 135 clinics across Australia and New Zealand.

Requirement

The business embarked on a major expansion, having acquired businesses across Australia and New Zealand. While this increased efficiencies for the organisation, it also led to data being stored within a mix of third-party applications.

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With centralised access to insights, clinics across Australia leverage customer trends to

augment business expansion.

About The Client

A national skincare business, which provides laser treatments, advanced skin treatments and cosmetic injections via its 135 clinics across Australia and New Zealand, was undertaking a major domestic expansion.

But the organisation had a wealth of data spread across multiple third-party applications, which was hindering its ability to access and apply insights to drive business outcomes.

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The Challenge

The business embarked on a major expansion, having acquired businesses across Australia and New Zealand. While this increased efficiencies for the organisation, it also led to data being stored within a mix of third-party applications.

This made it difficult and costly to access data for transformation and modelling, creating a delay in applying data-backed insights to drive business outcomes. Additionally, there was limited ability to assign ownership and responsibility for data accuracy, resulting in a lack of trust.

“A common challenge during business growth, particularly through acquisition, is the accumulation of information systems and data sources. This can render data-driven insights ineffective because they’re out of date by the time they’re made available to the business. It can also cause fragmented customer experiences and create more entry points for cyber-criminals.

 

These are avoidable headaches because technology exists that can centralise data and enable meaningful insights to make a real difference for leaders, staff and customers.”

 

– Tony Butler, Managing Director, Decision Inc. Australia

The business decided to centralise its data to ensure the availability of reliable and up-to-date information to support decision-making. The organisation wanted to leverage automation to save time and sought a modern data platform solution that would provide timely access to insights as well as meet government regulations.

It made clear its desire for a solution that could scale as the business grew and accommodate the integration of new technologies.

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The Solution

The organisation turned to Decision Inc. Australia to centralise its financial, operational, customer and compliance data with Microsoft Azure Cloud. 

Azure’s strict data governance credentials provided assurance around data security, a key concern in the climate of escalating data breaches.

Once the transition was complete, employees were able to visualise information from various sources in one place, without having to manually gather and transfer data.

“Once developed and tested, our team oversaw the platform go-live, and provided technical training to the main administrators of the solution. This meant the business had the skills in-house to fix issues as they arose, along with support from our local team as they familiarised themselves with the platform,” Butler said.

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The Outcome

Since implementation, the business has had access to a consolidated, centralised store of its current and historical data across sites. While clinics can continue to use their various point-of-sale applications, the management team can see a consolidated view of this data and extract business insights to hone strategies.

“This consolidated view has enabled daily sales and inventory reporting at clinic, region and state-based levels,” said Butler. “Access to this data can and has supported dynamic marketing and promotional campaigns, enabled balancing and liability recognition for pre-paid packaged services or gift vouchers, and enabled a financial management process for cross brand and clinic gift card redemption.”

 The business is now confident to continually ask for more from the platform, regularly considering how to augment the datasets with new feeds or views.  

For instance, Decision Inc. has since automated the ingestion of clinic telephony call data to analyse call volumes, missed call, call lengths and other metrics. Previously, this had been a time consuming and manual process. Using this information enables the business to identify peak periods for incoming calls and adjust staffing levels accordingly and review the effectiveness of their automated menu options.

 Another addition to the platform since implementation has seen the business layering up the complexity of their customer engagement analysis with requests for data views to support the identification of clients who have used services but not continued with the recommended follow-up visits.

 The organisation now has a deeper understanding of consumer behavioural patterns, booking and recurring treatment trends.

 “Having trust in data quality ensures businesses are able to make genuine data-driven decisions about their business going forward,” said Butler. “The client now has a scalable data platform that will adapt with them as the business grows, with a long-term data strategy in place to drive their business on the road to progress.”

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ABOUT DECISION INC. AUSTRALIA

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