Deloitte University Press
Rising consumerism: Winning the hearts and minds of health care consumers Deloitte Review issue 16
2015 global contact center survey
The survey is designed to help understand what’s next in the contact center space across strategy, customer experience, and operational capabilities.
Service Operations Consulting
Customer views, trends, and market shifts
Deloitte specialists can help you get an up-to-the-minute view of your customers while discovering new trends and market shifts. Our professionals have the knowledge to take on your most complex challenges in process improvement, performance management, margin management, and customer service. And we offer deep industry experience in health care, insurance, banking, merchandising, and state government operations.
Banking & Securities Operations
We work with financial institutions to help build an operational infrastructure for profitable, risk-appropriate growth in today's economy, and regulatory environment.
Enterprise Health Systems Solutions
We work with administrators, clinicians and operational leaders as they migrate to integrated clinical and patient financial information systems that capably support high-quality patient care, administrative cost-effectiveness, and compliance with electric health records (EHR) meaningful use mandates.
Health Plan Operations
We work with health plans to assist in creating: operating models that enable reform; core administrative efficiency that helps improve customer approval ratings and lower costs; operating models for government program enablement; and medical management that can improve care delivery through the use of data analytics tools.
Insurance Service Operations
We work with insurance executives to help transform disjointed operations into integrated sales and service delivery systems that can support an insurer’s ability to identify, write, and retain profitable customer relationships.
Provider Performance Improvement
We work with administrators and clinicians in their efforts to reduce operating costs and improve margins, and still deliver quality care by focusing on helping providers create sustained operational excellence through transformative changes to their infrastructure.
We work with retail executives to assess and drive merchandising and planning performance across people, process and technology, including building capabilities that can drive enhanced assortments and inventory.
We work with retail executives to develop, validate and implement operational excellence strategies across stores and channels, and help retailers map the customer experience from initial contact through post-purchase service.
Revenue Cycle Transformation
We work with health care providers to help them identify methods that can increase their net revenue, accelerate cash flow and reduce costs by addressing people, process and technology components across the revenue cycle spectrum.
State & Local Government Operations
We work with state officials in developing transformation roadmaps that can be implemented through our multidisciplinary approach that incorporates analytics, cost reduction, business model transformation, change management, as well as communications and process transformation.