Women Entrepreneur Success Story - Story 7
Ms.Romita Ghosh from Medsamaan
MedSamaan is an award-winning Medtech Startup that is using Artificial Intelligence to Enable Healthcare Providers to procure medical devices and consumables seamlessly and cost-effectively, making healthcare accessible, affordable, and available for Patients.
Customer Success definition
Customer Success for Ms.Romita Ghosh and her team is to bridge the gap using technology and provide an effortless experience and service for innovative products that are affordable as per the need of the Customer.
Her Customer Success Story is of her client based in North India who had an urgent need for medical attention.
Excerpts from her Story
Situation
Being healthy is not just a choice but a need, and failing even a bit in it can put in toss not
only ones’ life but a lot many others too.
Access to healthcare services, particularly for marginalized sections and remote areas becomes even
more difficult. The right kind of advice, equipment, skill, knowledge, behavior can go a long way to improve productivity, efficiency, and above all happiness of societies, people, and nations.
Problem
Such had been the case of Ms.Romita’s Customer in a remote area. Urmila (Customer) had foot surgery due to severe fungal infection. The toe got infected post-surgery when the doctor advised her for using a gel toe separator (device).
The problem was to find the right, reliable equipment quickly as the patient had been in severe pain and they were in a remote Himalayan region.
"My sister had very severe foot infection which was fast spreading to her entire leg. On one hand, she was in extreme pain due to the unstoppable pus and stench, on the other hand, there was no shop in Mandi where I could find what the Doctor had prescribed”. Khazaan Singh, Brother of Urmila Devi, Dist Mandi, Himachal-Pradesh
Solution
It was then, a family member got in touch with the Company (MedSamaan) that Ms.Romita Ghosh supports and overnight MedSamaan Staff was able to deliver the device to the patient, giving her instant relief. Had the company not been able to provide the device, the family and patient would have been in dire straits.
Outcome
Ms.Romita Ghosh and her team at MedSamaan helped the patient secure post-surgical wound care
products at their doorsteps. This was possible due to their network and collaboration, as they work to bring innovative products from across India and overseas. The affordable products are available at tier 2-3 pharmacies and hospitals, making timely care possible and easy.
Medsamaan is combining its focus of affordable healthcare with customer experience and technology, to make critical care reach the needy well in time.
Key Takeaways
Technology is an enabler for the experience and the customer reach an organization wants to focus on. The key to Customer Success is “Customer Centricity”. Focus on Customer and then designing the process, deliverables, policies around them can ensure “Customer Success” and will go long way to retain and attract more customers.