Australia MedicAlert Foundation Transformed

This process was designed to be seamless and intuitive for members - based on the fact that the migration of all medical conditions, orders, member data, order data, etc took 10 days of planning and 60,000 lines of SQL scripts!

AMAF have gone on to add many new business and marketing customer journeys since the launch in October 2019 and many have subsequently been optimised. Some of these will have been test or replacement journeys too.

In just the first 11 months or so, these journeys have generated 118,000 priorised jobs for staff to deliver customer services and fulfil orders, triggered by over 7.5 million events processed by AI.

Could you imagine if this level of capability was available within your own organisation to replace manual tasks and create full traceability?

Please take a moment to review how this journey operates and how it unifies and simplifies the human aspect of executing the process and, since every event and step of every journey for every member is audited, how transparent and measurable the entire process has become.

This example can be broken down into a few key stages:

• Evaluate whether payment has been made or not and, if so, how it was paid
• Evaluate whether the order requires a Clinician's intervention (to review the member's medical conditions prior to manufacture)
• Throughout the process generate emails and SMSs to the customer/member to keep them up to date
• Reflect the order status on the Orders and History area of the logged-in site
• Place the order into production for manufacture/assembly
• Place goods into fulfilment (with tracking information)
• Generate the appropriate and fully personalised letters at the end of the process (around 12 letter variants based on new member status or not, first order or not, existing member, order for membership only, renewal, with/without jewellery, senior citizen or not, automatically applied discounts or not (veteran status), etc