Industry
Healthcare
Optimising Wellness: Evangelising Banfield’s Customer-Focused Website Experience
Challenges
Limitations in UX, personalisation, scalability, and technical support impacted customer engagement
Outdated website and patient portal design led to poor customer engagement.
Limited personalisation and fragmented content experience reduced customer satisfaction.
eCommerce platform was dependent on third-party tools, restricting scalability.
Lack of technical expertise and ongoing strategy hindered customer support initiatives.
Solutions
Strategic Initiatives to Enhance Customer Experience
Content Marketing
- Redesigned the frontend of the website and patient portal.
- Delivered a content migration system and created new, optimised content for SEO.
Leveraging AI for Smart, Scalable Moderation
We adopted a hybrid approach using keyword-based spam detection and AI-driven auto-responses to manage large-scale community engagement. This reduced harmful content, protected brand sentiment, and improved response speed and accuracy. AI flagged sensitive posts for timely moderation, while smart replies and prompts helped drive conversions and boost Instagram sales.
Integrated Technology
Captured functional and technical requirements for a new eCommerce platform.
Recommended and implemented Salesforce Commerce Cloud to transition the product catalogue from a third-party system.
Customer Support
Augmented the client’s IT team with HGS Digital technical experts.
Provided regular strategy and dashboarding support to track performance.
Outcomes
Transformed social channels into revenue drivers with seamless conversational commerce. Strengthened brand trust and loyalty through authentic, always-on community engagement.
32%
32% boost in eCommerce revenue
7%
7% rise in Plan Enrollment
27%
27% more Appointment Bookings
Personalisation
Improved customer personalisation
NYC – Chicago – Austin – London – Mumbai