Case Study: Bupa Medical Visa Services streamlines appointment booking and boosts NPS with Q-nomy Q-Flow

Bupa Medical Visa Services streamlines 250,000 annual appointments with Q-nomy

Bupa Medical Visa Services (BMVS) was tasked by Australia's Department of Home Affairs to manage visa medical assessments and faced the challenge of streamlining appointment booking and customer flow for over 250,000 annual applicants. They needed a scalable solution to personalize the customer experience and provide real-time operational reporting. To address this, BMVS partnered with vendor Q-nomy to implement its Q-Flow customer journey orchestration platform.

The solution from Q-nomy provided an omni-channel booking system, automated communications, and real-time dashboards. This resulted in a significantly improved customer experience and operational efficiency. The measurable impact included a major reduction in appointment no-shows and a consistently high Net Promoter Score (NPS) of 75 for BMVS.

Bupa Medical Visa Services