Develop Customer Experience with Impact
Develop Customer Experience with Impact
Our service doesn’t collect feedback just for the sake of reports — its goal is to create measurable impact on the operations of wellbeing services counties.
Our service doesn’t collect feedback just for the sake of reports — its goal is to create measurable impact on the operations of wellbeing services counties.
Our satisfied customers
Our satisfied customers
Benefits
Benefits
Better understanding of customer and patient experience
Refine Development: Prioritize development measures based on where the impact on the customer is greatest.
Serves the entire organization
WheelQ is a data-driven management platform that seamlessly integrates the customer’s voice into every level of the wellbeing services county. Leadership gains a tool for strengthening trust and setting direction, development managers improve processes and engage personnel, and healthcare staff receive immediate feedback to support their daily work.
Easy compliance with national obligations
Automation is Key: Automation ensures that feedback includes the necessary national questions, the most common customer experience metrics (NPS, CES, CSAT), and important proprietary metrics.
Secure and anonymized reporting
Personal Data is Safe: Our anonymization solution protects personal data, but fully preserves the utility of the collected information.
Key solutions for wellbeing services counties
Key solutions for wellbeing services counties
Multichannel measurement and feedback
Customers interact across various channels (appointments, remote services, phone, electronic services). We provide tools for collecting feedback regardless of the channel: SMS, email, tablets, QR codes, links, and interviews.
Integrations and automation
Our solution integrates smoothly into the wellbeing services counties’ system architecture, such as the Data Lake and Power BI reporting. Automation handles real-time data flow, which also includes national questions.
Text analytics and AI
Feedback alone isn’t enough—understanding is required. Text analytics identify themes and sentiments from open-ended responses, and AI solutions help distill conclusions into impactful actions.
Customer feedback handling
The feedback handling solution enables interaction between the customer and the organization, immediately converting feedback into actionable development.
Comprehensive framework agreement with Istekki
Comprehensive framework agreement with Istekki
We have signed a comprehensive framework agreement with Istekki Oy, a Finnish expert organization and service integrator specializing in information, health, and wellbeing technology for SOTE (social and health care) organizations nationwide. This agreement strengthens our position as a reliable partner for wellbeing services counties and enables the seamless expansion of our services to a large number of regions.
Istekki aims to unify the IT systems of the wellbeing services counties, and this is also reflected in the benefits of our solutions: when regions use similar solutions, collaboration, information exchange, and the sharing of best practices between them are significantly easier. Together with Istekki—whose owners include 15 wellbeing services counties and the HUS Group—we are building a smoother Finland.
Serves the entire organization: WheelQ for wellbeing services counties
Serves the entire organization: WheelQ for wellbeing services counties
The WheelQ solution isn’t just a feedback collection tool—it’s a development platform for the entire organization, genuinely integrating the customer’s voice into every level of operation.
The WheelQ solution isn’t just a feedback collection tool—it’s a development platform for the entire organization, genuinely integrating the customer’s voice into every level of operation.
1.Strategic level: Trust and direction
Leadership gains a tool to strengthen trust and legitimacy and set the direction for service development. Track and report the impact of services with measurable data.
2. Tactical level: Development and engagement
Managers responsible for customer experience and processes can develop processes and operating models using feedback data. The solution enables
comparison between units and the effective distribution of best practices, while simultaneously engaging personnel in development work.
3. Daily work: Meaningfulness in the everyday
Healthcare staff and professionals receive immediate feedback to support customer work, which fosters customer-centricity in daily interactions. This strengthens the sense of meaningfulness and motivation directly at the front line of service.
Frequently asked questions
Frequently asked questions
How is national data collection accounted for in the solution?
WheelQ’s measurement solutions are designed for easy compliance with national obligations. Automation ensures that feedback includes both national questions and the most commonly used customer experience metrics (NPS, CES, CSAT).
How is response anonymization handled, including open-ended responses?
Data security is paramount. Our anonymization solution protects personal data but preserves the utility of the information, and all surveys are conducted in compliance with GDPR requirements. There are several options for anonymizing or pseudonymizing personal data. The WheelQ service also includes a high-quality anonymization service for open-ended responses.
Can data be returned to other systems?
Yes. Our solution integrates smoothly into the wellbeing services counties’ system architecture, such as the Data Lake and Power BI reporting. Feedback and analysis can be easily transferred back to the customer’s systems via SFTP or API.
How does the solution help in optimizing the entire service journey?
You get a holistic view of the customer’s journey through your services, not just isolated touchpoints. This comprehensive view helps you find development areas in time and make data-driven decisions. AI helps distill conclusions into impactful actions.
How is information shared within the organization?
Our solution refines customer experience data into understandable and actionable insights. With this information, the organization can:
- Prioritize development measures based on where the impact is greatest.
- Track how changes are reflected in the customer experience over time.
- Strengthen the organization’s visible customer-centricity.
Are the AI services used secure?
Yes. All WheelQ services, including AI and text analytics, comply with ISO 27001 and GDPR requirements. Data is used only for the purpose defined in the agreement, and all data is stored encrypted in the EU area.
Why should we choose WheelQ?
Choosing WheelQ provides you with:
- Reliability: We already collaborate with several wellbeing services counties and won a major framework agreement with Istekki Oy. The needs of the wellbeing services counties are a major driver in the continuous development of our service.
- Advanced, Industry-Tailored Expertise: Our solution leverages accumulated experience from the social and healthcare sector. Cutting-edge text analytics and AI solutions help identify the impact of various factors and distill conclusions into impactful actions. Beyond basic metrics, you get versatile functionalities that ensure feedback leads directly to measurable impact.
- Data-Driven Leadership and Holistic Consideration: The solution serves the entire organization, from strategy to daily work, enabling data-driven decision-making.
- Holistic Measurement: Multichannel feedback is collected regardless of the channel (SMS, email, tablets, QR codes, interviews).