Hart Medical Equipment Connects with 5000 Customers’ Mobile Phones in 12 Months Using pulseM

Hart Medical Equipment Social Media Reviews Skyrocket

Executive Summary

Hart Medical Equipment strives to provide service excellence in all aspects of their business and sought to boost feedback from their customers. Enter pulseM, a growing B2B SaaS company focused on managing and growing the online reputation of companies such as Hart Medical Equipment. By working together with pulseM, Hart Medical Equipment saw a 200% increase in Google reviews, a 600% increase in Facebook Reviews, and achieved a 60% engagement rate when asking for feedback -- effortlessly and painlessly.

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Capturing the Elusive Online Review

In today’s world of online marketplaces and internet of options, social media reviews are a crucial part of differentiating yourself from the competition. A good (or bad) social media review has wide impact, as it can greatly impact your bottom line. According to Dawn Wigginton in her article about the cost of negative reviews to your business, “on average, a single negative review will cost you 30 customers, according to a 2009 Convergys Corp. study”1. Lost revenue due to negative reviews add up to a considerable amount over the lifetime of a business. How do you proactively counter this effect? By paying attention to your customers and being proactive with the feedback you receive.

  About   Hart Medical Equipment is a leading supplier and distributor of durable medical equipment and supplies. To better serve their customers and community, Hart Medical Equipment has merged with McLaren Home Medical, Genesys Health Equipment, and Henry Ford Health Products and now serves numerous counties in southeast Michigan. Driven by service excellence, Hart Medical Equipment strives to deliver the highest quality of patient care, comfort, and independence. They fulfill this mission by providing a wide selection of medical products, equipment, and staff dedicated to delivering quality service. Their key products include CPAP/BiPAP, oxygen, bracing, diabetic supplies, hospital beds, mobility solutions, ambulatory aids, and much more.

About

Hart Medical Equipment is a leading supplier and distributor of durable medical equipment and supplies. To better serve their customers and community, Hart Medical Equipment has merged with McLaren Home Medical, Genesys Health Equipment, and Henry Ford Health Products and now serves numerous counties in southeast Michigan. Driven by service excellence, Hart Medical Equipment strives to deliver the highest quality of patient care, comfort, and independence. They fulfill this mission by providing a wide selection of medical products, equipment, and staff dedicated to delivering quality service. Their key products include CPAP/BiPAP, oxygen, bracing, diabetic supplies, hospital beds, mobility solutions, ambulatory aids, and much more.

 

 
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"A company’s online reputation is as important as ever in today’s digital world, where a lone neutral or negative review can seriously change the general perception of your brand. Search results can affect the opinion of possible customers. We found it necessary to seek a platform that was able to propel us to the top of search engines to establish our presence. We heard about pulseM’s potential to successfully boost a business’ online reputation and were convinced to go with pulseM."

— Mike Beld, Vice President, Hart Medical Equipment
 

Changing the Game with pulseM

In an effort to increase their online presence, to receive top position in online searches, and to address negative reviews, Hart Medical Equipment reached out to pulseM. Now Hart Medical Equipment receives real time responses from their customers, and before dispatching a medical equipment technician (MET) to a customer’s home, Hart Medical Equipment sends a biography of the MET directly to the customer’s mobile phone. This presents customers with a first look at who will be visiting their home, providing them with an increased sense of security, familiarity, and assurance.

After the delivery, pulseM’s proprietary feedback message is sent to the customer’s mobile phone to capture the customer’s sentiments, ratings, and a review which is attributed to the Hart Medical Equipment MET’s employee profile. Communication has improved dramatically, resulting in immediate, timely, and impactful results.
 

The Value of Resolving Negative Feedback in Real Time

Hart Medical Equipment can quickly and easily respond to negative feedback, understand the issues their customers are experiencing, and correctly take appropriate action. Since working together with pulseM, all negative reviews have been acknowledged and resolved.

 
"pulseM has provided Hart Medical Equipment a means of communication with our customers that allows us to address neutral or negative feedback as it happens. Now we are able to promptly resolve our customers’ concerns or issues. pulseM has been an excellent partner in furthering our efforts to provide service excellence to our customers."

— Mike Beld, Vice President, Hart Medical Equipment
 

Employee Accountability

As a key component of pulseM’s system, Hart Medical Equipment uses pulseM to create profiles for all of the medical equipment technicians (METs) that deliver to customer homes. 

Hart Medical Equipment uses this system to keep track of each MET’s performance and displays them on an internal leaderboard, creating a system of accountability and reward.

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After completion of the delivery or service, a text message is sent to the customer’s mobile phone and serves to capture the customer’s sentiments, ratings, and a review which is attributed to the MET’s profile. The review may be posted on Facebook or Google via pulseM, which increases the online presence of Hart Medical Equipment. A vital step to this strategy is to personally ask the customers to complete the review. This adds a human element to the whole process of gathering feedback and greatly increases the chances of obtaining the review.


Treating the Pain Points

In June 2017, Hart Medical Equipment joined pulseM with 10 reviews on Google, and 14 reviews on Facebook. In 12 months, Hart Medical Equipment has seen a 200% growth in Google reviews and a full rating increase, as well as experiencing a 600% increase in Facebook reviews.

 
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Hart Medical Equipment has also connected with 5000 customer’s mobile phones within the first 12 months of using pulseM. As well as generating 300 leads and capturing a 60% engagement rate in feedback response, compared to 23% average industry email open rates.

 

Through pulseM, Hart Medical Equipment has also obtained a NPS™ score of 96 out of 100, which is the rate that a customer would likely recommend your product or service to others.

 
"Working with pulseM has been an incredible experience. Not only does their platform address the challenges we were encountering, their know-how and quality customer care have been key to helping us innovate and give our customers the best service possible."

— Mike Beld, Vice President, Hart Medical Equipment
 
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1 http://www.draemedia.com/single-negative-review-cost/
 

Questions?

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