Singapore’s vision of Smart Nation is underpinned by the country’s adoption of digital and smart technologies across all domains, including the public sector. In the healthcare sector, the Ministry of Health (MOH) and Health Promotion Board (HPB) in partnership with Integrated Health Information Systems (IHiS), a multi-award-winning healthcare IT leader, delivered HealthHub in 2015. This Smart Health initiative empowers Singaporeans to manage their health and wellness by providing easy access to their public health records and medical appointments online, among others.

The Digital Healthcare Companion

Functioning as the digital healthcare companion for Singaporeans, HealthHub continuously updates its capabilities to adapt to the ever-changing healthcare landscape. In February, the mobile app added a new feature that allows Singapore residents to check their COVID-19 test results and vaccination records– as a significant feature to help in the vaccine rollout. As of 2 September 2021, 80{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} of Singapore’s population has completed their full regimen of COVID-19 vaccines and 83{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} has received at least one dose.

Now, as the HealthHub’s user base continues to grow, IHiS wanted to ensure consistent delivery of reliable and excellent healthcare service to the people of Singapore. The company tapped Qualtrics, the world’s leading Experience Management (XM) provider and creator of the XM category, to back HealthHub with its customer experience management software Qualtrics CustomerXM.

Sharing about the technology partnership, Mao Gen Foo, Head of Southeast Asia, Qualtrics, said:

“In our rapidly changing world, the experience a government or business provides to its customers and employees has never been more important. It means experience management is now critical. With Qualtrics, IHiS will enhance its capabilities to more efficiently listen, understand, and act on feedback to ensure HealthHub delivers meaningful and long-lasting value to users across Singapore.”

Advancing Healthcare with Customer Experience Management Software

Through Qualtrics CustomerXM, IHiS intends to deliver a customer experience programme centred on refining and optimising the HealthHub web portal and mobile app’s customer experience as Singaporeans’ health journeys rapidly evolve. 

Leveraging Qualtrics’ predictive intelligence capabilities, HealthHub is expected to deliver the following:

• Easily collect and aggregate feedback from its users across mobile and online channels in real-time to analyse user sentiment
• Identify critical feedback
• Pinpoint emerging trends
• Enable IHiS to understand if HealthHub’s features are meeting the evolving needs of its users
• Deliver meaningful customer experiences

As the technology partner that digitises, connects, and analyses Singapore’s health ecosystem, IHiS is one of the first organisations to use the newly opened Qualtrics data centre in the city-state, which provides direct access to the Qualtrics Experience Management Platform in compliance with local data sovereignty and security requirements. The SAP-owned company has recently strengthened its presence in the Asia Pacific and Japan region with the opening of a new headquarters in Sydney and a data centre in Singapore to cater to the increasing demand for Qualtrics Experience Management solutions.

“The recent opening of the Qualtrics data center in Singapore, alongside our plans to hire 1,200 new employees in the region, is a game-changer for local businesses and governments embarking on experience transformations. Organisations will benefit from local access to the Qualtrics Experience Management Platform and our industry-leading experts, equipping them with the insights, capabilities, and support to quickly and confidently respond to our changing world,” explained Foo.

The post Singapore’s HealthHub Advances with Qualtrics Customer Experience Management Software appeared first on InsideSAP Asia.

The rapid global digitalisation and access to the Internet and mobile technology have resulted in the exponential growth of digital buyers, making e-commerce an indispensable part of many industries, especially the retail sector. With COVID-19 restricting the movement of people and goods, online shopping has been one of the most popular online activities worldwide.

In a report by London-based research, consulting, and events company GlobalData, Singapore is one of the fastest-growing e-commerce markets in South East Asia estimated to reach S$9.5bn (US$9.5bn) in 2020 and registered a compound annual growth rate (CAGR) of 15.4{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} between 2015 and 2019 to reach S$8.3bn (US$6.2bn) in 2019.

Singapore Post Limited (SingPost), has experienced a surge of e-commerce transactions during the COVID-19 outbreak last year, recording a 40{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} year-on-year surge in e-commerce deliveries. As Singapore’s national postal service provider and pioneer of international e-commerce logistics, SingPost aims to better understand consumer preferences and changing behaviours to continue to deliver enhanced customer experience even beyond the pandemic.

Leveraging Qualtrics’ Customer Experience Management Software 

SingPost selected Qualtrics, the world’s No. 1 Experience Management (XM) platform, to get the pulse of the customer and enable the company to act on the increasing demand on fast, resilient, and reliable delivery systems. In partnership with Kantar, a Qualtrics Partner Network member and a leading data, insights, and consulting company, SingPost will deploy the Qualtrics solution to create a scalable listening platform.

Mao Gen Foo, Head of Southeast Asia at Qualtrics shared:

“After 12 months of unprecedented disruption and change, in Singapore and across the globe we are seeing a new type of customer appear with different behaviours, preferences, and attitudes. This change is happening at a time when businesses and governments succeed or fail based on the experiences they provide, meaning the ability to rapidly listen, understand, and act on customer feedback is key.”

“The capabilities and support provided by Qualtrics will help SingPost build and cultivate the experience-centric business needed to succeed in fast-moving markets,” he added.

The Qualtrics CustomerXM platform will enable the e-commerce logistics company to gain visibility across the entire customer journey by gathering feedback online, in-branch, and at delivery operations. By having access to real-time, actionable insights on the evolving customer behaviours and preferences, SingPost will be able to redesign and enhance the customer experience based on current needs and expectations. 

Furthermore, SingPost can leverage the platform’s deep analytic capabilities to evaluate the qualitative and quantitative feedback in real-time as well as segment data per customer type and channel in driving specific improvements.

The Ultimate Listening Platform

Qualtrics offers world-class CX products built for business impact for every stage of the customer journey, including digital, customer care, in-location, and account management.

The Qualtrics Experience Management Platform ultimate listening engine provides the most comprehensive suite of listening tools to deliver experience data from any channel. Through the XM platform, organisations can identify experience gaps and receive automatic recommendations to resolve issues.

Here are some of the key features of the XM platform that can help organisations listen across every channel:

• Video and emotion analytics
• Voice calls in customer care centers via Qualtrics iQ 
• Conversations from SMS and chat applications like Whatsapp, Facebook Messenger, and Twitter DMs
• Website and App feedback
• Team collaboration tools like Microsoft Teams and Slack
• In-moment feedback through Device/IoT engagement

The post SingPost to Deploy Qualtrics’ Customer Experience Management Software appeared first on InsideSAP Asia.