About the Customer
IntegraMed, Inc. operates a network of fertility centers in the United States. It also offers education and support options for fertility patients. The company is based in Purchase, New York. IntegraMed, Inc. operates as a subsidiary of Integramed America Inc.
Scope and Challenges
In 2017 the company began a journey on searching for the right software fit to empower providers and clinics with a unified system for gathering, reviewing and acting on patient feedback.
After looking at a few different solutions, the made a decision to implement Medallia Experience Cloud.
Outcome and Implications
The implementation went live in July of 2017 within the first group of clinics. Right after it was deployed across the whole organization.
This partnership empowers the practices to capture insights in real-time about the patient experience. This information can not only influence the level of care that is provided to patients but also ensures an ongoing commitment. It enables physicians having access to surveys, customer data, and case action management features.
The IntegraMed network accounts for more than 40,000 Assisted Reproduction cycles annually, having the ability to use the desktop version as well as the mobile app will bolster adoption among fertility professionals throughout the terms of the phased roll-out.
“Medallia Experience Cloud allows us to view information quickly and easily both at the macro-level for trend analysis, as well as the micro-level with individual patient responses, in a single dashboard. Listening to our patients means we are better equipped to maintain and exceed our already high standards of care to support patients and help them fulfill their dreams of the family.” - said Justin Rohde, Vice President, Product Development and Growth Strategy, IntegraMed Fertility.
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