Partner Experience Strategy
Halyard Health (HYH) is a medical technology company that specializes in designing, manufacturing and marketing products for the healthcare industry. In an effort to improve their B2B customer experience, Halyard Health partnered with The Customer Experience Agency (TCXA) to redesign their full B2B sales platform. The goal of the project was to change the way hospitals interact with Halyard Health and buy their products digitally.
The main problem TCXA helped Halyard Health to redesign and improve the digital experience of B2B partners. The company was looking to redesign its platform to improve the customer experience and make it easier for hospitals to buy their products digitally.
To help Halyard Health achieve this goal, TCXA worked closely with the company as an experience partner. This involved identifying the buying community, building the customer journey and guiding the company with the total buying experience. TCXA’s approach was to understand the customer needs and build a platform that would make it easy for hospitals to interact with Halyard Health and buy their products digitally.
The outcome of the project was a successful redesign of the B2B sales platform. This resulted in a core business experience department and way of working for Halyard Health, with newly structured KPI’s and year plan. This helped the company to improve the customer experience, making it easier for hospitals to buy their products digitally, which in turn contributed to increased sales and customer satisfaction.