Drove strategy, streamlined operations, and enabled the digital transformation of an Elderly Care facility

The Project

In an effort to modernize and enhance customer experience, a company operating in the elderly care facilities sector in South America embarked on a digital transformation journey. Their goal was to digitize services and revamp their commercial front to offer a digital-forward customer experience. This ambitious project required thorough research into customer relationship management (CRM) systems, website integration, data analytics, and the digitalization of logistics and operations. Additionally, the company sought to benchmark against the hotel industry in the region to adopt best practices in delivering exceptional customer service.

Challenges and Approach

The project was multifaceted and complex, presenting several challenges. The company needed to navigate the intricacies of digital transformation while ensuring that the new systems and processes would seamlessly integrate with their existing operations. Moreover, understanding the cost implications and operational adjustments required for such a transformation was crucial for informed decision-making.

Dialectica was tasked with providing the insights necessary to guide this transformation. Our approach involved sourcing and screening 10 experts from hotel chains of comparable size, known for their successful digital strategies. These experts were selected for their ability to provide relevant and actionable insights into the digitalization process.

Our Impact

Through a series of engagements and follow-up discussions, supplemented by our recording services, our client was able to gain a comprehensive understanding of the digitalization landscape. The insights gathered from industry experts enabled the company to perform a macro sizing of the costs and operations associated with setting up and revamping their commercial front.

The insights gained from the hotel industry experts enabled the company to craft a digital transformation strategy that was both innovative and practical. The benchmarking exercise against the hotel industry provided valuable lessons in customer service excellence, which the company could adapt to their own context in elderly care.

By leveraging the expertise sourced by Dialectica, the company was empowered to proceed confidently with its digital transformation, positioning itself as a forward-thinking leader in the elderly care sector. This project underscored our commitment to delivering high-quality insights that drive meaningful change for our clients.