Enhancing Customer Satisfaction from Solutions Consultants to Client Relations
At Pisces Healthcare Solutions, we are committed to delivering exceptional experiences for all our customers. Our focus on customer satisfaction starts with our clinical partners selecting healthcare products for Veterans, extends to our prosthetics customers placing orders, and culminates in the delivery of products that enhance the quality of life for Veterans.
We achieve this by leveraging multiple departments to address various needs and provide tailored solutions. Our solutions consultants serve as the “boots on the ground,” working directly with customers. They handle immediate needs by troubleshooting issues, offering education, and demonstrating innovative products to VA clinical staff.
Behind the scenes, our Client Relations, Purchasing, Logistics and Clinical teams play a crucial role in enhancing the overall customer experience. These teams manage customer inquiries, process orders, stock our three distribution centers, and provide clinical expertise on new, updated, or discontinued products. Their contributions are essential in building systems and support structures that our customers rely on.
We deeply value our customers’ feedback and continuously seek to learn from their experiences. This blog is dedicated to showcasing customer insights, highlighting their feedback, and illustrating how we use this information to improve and grow. Let’s explore some of our recent customer reviews and see how they are shaping our approach.
What our Customers Love About our Team
“Our Solutions Consultant is extremely punctual, thorough, and helpful.”
“Our Solutions Consultant arranges to bring in equipment to demo with Vets on specific days/times. Often, if appropriate, she will bring extra props/items from home to complement her demonstrations/trials. As well as even researched and printed appropriate pre-/post- assessment tools to demonstrate the measurable benefit to the Veteran.”
“When I reach out with a question, assistance is prompt and extremely helpful with responses, often providing direct links in e-mail, which is extremely considerate given time limitations as a therapist.”
“Caring, compassionate, and helpful towards any and all Veterans and their family members.”
“We thoroughly enjoy our representative that has come to our facility. She has always been fantastic, knowledgeable, and has great presentations so that we are knowledgeable about the products we order from Pisces. Her presence has helped us provide better care and education to our patients here and I just wanted you all to know she is appreciated, as well as the rest of your team that supports your process and company.”
“With Pisces help we are improving our Veterans quality of life after undergoing lifelong changes and allowing them to be more independent in their care!”
“Extremely helpful in brainstorming and demoing multiple different devices to help our Veterans be able to be more independent.”
“Enjoy talking to your customer relations. It’s like a breath of fresh air and always in happy spirit”
“Helpful in finding an old item the VA ordered for our accounting team”
How We Incorporated Customer Feedback to Shape Our Processes and Systems!
Enhanced Communication: We’ve streamlined our communication through the website messaging system, enabling us to quickly respond to inquiries about order status, potential delays, and available product substitutions. Additionally, our self-service portal provides real-time access to order updates, communication history, tracking details, and final invoices.
Boosting Delivery Efficiency: To reduce delivery times nationwide, we’ve expanded the size of our distribution centers and added a third location in Fort Myers, FL. We also introduced the Quick Ship collection, designed to provide a comprehensive range of clinical products, ensuring Veterans receive their necessary items as quickly as possible.
Improving Our Website: Our website is updated daily by both our clinical and web teams to make it more intuitive and easier to navigate when shopping for healthcare products. Key features include clinical filters, weight capacity labels, and grouping of products with their accessories and replacement parts for a smoother shopping experience.
We welcome our customers to continue sharing their thoughts with us. Your feedback is invaluable and plays a crucial role in shaping the future of our company. Whether it’s a compliment, a suggestion, or a concern, we want to hear from you. Please send your feedback through the Contact Us page on our website or through email to customerservice@pisceshealth.com