Radically improving performance for chiropractic clinics across Denmark
Denmark’s leading IT-system tailored for chiropractors needed a re-build to improve performance, usability and simply making the day-to-day business easier and more efficient for more than 200 clinics.
The Story
Two decades ago, The Chiropractic Knowledge Hub embarked on offering chiropractors a tailored IT-system with a mission to make business easy for clinics. Today, the IT-system is central for more than 80% of all clinics in managing patient records, clinical workflows, and communication with the healthcare sector in Denmark.
At a point the IT-System needed a thorough rebuild and to resolve technical dept to stay relevant and competitive in a highly complex market with multiple stakeholders, data integrations to several health institutions and growing requirements from clinics.
”We are quite knowledgeable of how chiropractic clinics run their core business and how patients are served at the clinic. It’s highly complex when it comes to processes, data and digital interactions with plural stakeholders within the Danish health care sector. However, our IT-system had reached a situation where it was in need of modernization to improve our competitiveness, drive down costs and offer a more contemporary system to our customers”.
How we helped
- Listening to clinics and planning the IT-transformation was at the core of our approach. We employed NPS tracking to understand customer feedback as an organizational responsibility vs. simply a frontline concern - and used the insights we collected to hone the target value proposition and surface strategic priorities for the future IT-system.
- A thorough review of the former IT-system was employed followed by a modernization of user experience and a solid road map for the development of the renewed IT-system going from a Monolith to a Service Oriented Architecture.
- A public status page was introduced, allowing clinics to subscribe for real-time updates on system performance and scheduled maintenance. To improve responsiveness, we implemented an integrated support system directly within the clinic interface, giving users easy access to a dedicated support team.
“Our small IT team and communication team joined the Fellow team for several months improving focus and speed. For me it was a new approach and looking at numbers and the current customer voices this was a way of organizing that worked well. We have had a solid growth in customer loyalty and have also onboarded new clinics on the new IT-system”
What's next?
The task is to maintain the high NPS score and keep onboarding new clinics while pushing the customer experience with new features, frontend design and also offer AI based support to clinics.
The Chiropractic Knowledge Hub is a national knowledge hub dedicated to improving musculoskeletal health in Denmark. As part of its mission, the Hub develops and maintains an IT-administrative system tailored for chiropractic clinics in Denmark.
Contact Us
René Tristan Lydiksen, PhD
Founding Partner.Board member at DK Websales. Former champion at PwC, managing director LEGO Education, chairman at Sima Innovation, and partner at Oxygen.
rtl@fellow.dk+45 53 57 57 58
Contact Us
Anders Kromann Bak
rtl@fellow.dk+45 22 96 02 05