By the end of 2021, Modivcare would like all of our TPs to Go Digital!
We’ve always helped connect members to the healthcare they need, but today it’s also critical to offer an exceptional rider experience. Digital tools make it easy and convenient for members to schedule, access, log, and pay for rides. And when members are happy, you’ll get more kudos and fewer complaints.
“Digital transformation and a focus on customer experience can generate a 20-30% increase in customer satisfaction and economic gains of 20-50%.
Source: McKinsey & Company,
“What matters in customer experience transformations,”
July 12, 2019.
Providing the kind of experience that today’s customers expect starts with digital transformation. That means integrating digital technology into all areas of your business. The result? Fundamental changes in the value you can deliver to members—and create in business operations. That will let drivers reap the benefits of digital transformation too.
Let’s take a closer look at how going digital can help you ensure the best experience yet for members and drivers.
Give members an experience that keeps them—and their MCOs—satisfied.
More than ever, consumers in today’s fast-moving, always-connected world expect companies to enhance experiences using digital technologies like websites and mobile apps. By going digital, you give members new options for scheduling trips anytime and anywhere—on the phone, online, or through a mobile app. They can even request same-day or on-demand rides, which make up about 15% of Modivcare requests. And they can revise or cancel a booking without calling you.
Members receive confirmation of their booking and automated reminders so they don’t forget their ride. This can help eliminate no-shows and cancel-at-doors for TPs.
Riders can also track their driver’s ETA while they’re en route to pick them up and get real-time updates through a portal or app. Members—and drivers—benefit from fewer “Where’s my ride?” calls.
In addition, when a ride will be late due to weather, traffic, construction, or vehicle issues, digital software can let you know. A dispatcher can jump in immediately to schedule another driver and ensure the member won’t be late for an appointment.
Give your drivers tools that make their work easy and efficient.
Digital technologies can also improve experiences for your workers. As their shift starts, drivers can review their manifests on a mobile app or portal. For every trip, they’ll have all the pick-up, drop-off, and vehicle information they need.
As noted above, the member’s ability to view driver ETA can eliminate many calls. And drivers get notified of canceled appointments in real-time instead of at the member’s door.
With all the information at their fingertips, TPs can reduce drivers’ deadhead miles, letting them better optimize routes throughout the day. Members can also provide a digital signature for their rides on a mobile phone, letting you submit claims much faster.
Differentiate your business with outstanding member experiences.
Your members want you to treat them as unique individuals, whose ride preferences are already known—whether that’s a van equipped for a wheelchair or more than 5 minutes to get from door to vehicle. They’re happy to give you their personal data if they’re assured you’ll use it to give them a better experience.
“Two-thirds of the CEOs of Global 2000 Companies will shift their focus from traditional, offline strategies to more modern digital strategies to improve customer experience by the end of the year—with 34% of companies believing they’ll fully adopt digital transformation within 12 months or less …”
Source: IDC,
“The Digitization of the World from Edge to Core,”
November 2018
Digital transformation helps you understand your members, engage with them, and meet their expectations using the device and platform they prefer. By making experiences personal, accessible, and real-time for members, you’ll set your company above the competition.
For more information on the Go Digital! program, call 1-800-597-2049.