As soon as we got this team opening up about their business, it was clear that they brought a whole new meaning to customer service. In this case study we share how a second generation case management firm looks to their past to succeed in the future.
Michael Assenmacher founded Expert Health Management (EHM) in 1999 after years of experience in critical care nursing. EHM was started not only to meet the needs of his critical care patients but to exceed them. 17 years and a generation later, EHM thrives on that founding principle.
Our collaboration started in 2016 when Alyson Fikany, Mr. Assenmacher’s daughter and now President of EHM, got in touch with us interested in giving their website a “face lift”. Alyson, a registered nurse herself, was managing EHM’s day-to-day operations with her sister-in-law, Katie. Discovery identified what success looked like for EHM and outlined the approach to getting them there.
Starting out, we were uncertain if the Discovery investment would be financially beneficial to EHM. We were in desperate need of a “face lift” in terms of our website design and content, and the Discovery process enabled us to think outside-the-box and communicate on each employee’s ideas, strategies and recommendations — which any company would benefit from.
We quickly dove into certain areas and avenues that we would have been incapable of pursuing on our own and acted on plans that fully maximized our resources as a small business. MCM’s Discovery will benefit your family business in more ways than you initially envision. You are not just another client to them, but a fulfillment they want to see thrive.
Client Success Stories
Something happens once, call it a fluke or accident. Twice, call it coincidence. Any more than that and we have a pattern. As we dove into team member interviews, a pattern quickly emerged that had always been part of EHM’s founding values, going above and beyond for their clients. This philosophy had become such a core component of EHM’s culture and went without second thought for every member of their team. We explored this pattern further and sat down with both past and current EHM clients for their first hand accounts. Our outside perspective shed light on a possible differentiator and through in-person and over-the-phone interviews established the concept that would drive their new website: Client Success Stories. Custom illustrations added personality and a face to the stories.
Service Structure Overhaul
Over the years, the services provided by EHM case managers grew naturally from client requests. Our Customer Experience (CX) Workshop identified the problems this would create for prospects if not properly addressed. The work that followed broke down all of their discrete services, identified high-level categories and structured them accordingly. The end result is a clear overview of the services offered accompanied by short descriptions. Bite-sized chunks make the list easily scannable and ultimately more attractive to visitors.