parc digital consulting capabilities

Customer Experience strategy & execution

The parc founders developed the customer experience (CX) strategy and its measurement for CMR Surgical. Developing and using real time leading indicators enabled cross functional alignment against business goals and initiatives which drove a 20 plus point improvement in key CX metrics within a year.

How can I ensure we are (and stay) a customer centric organisation?
How can I align the organisation across functions to prioritise investment and deliver improvements in customer experience in months rather than years?
Why survey customers about their experience when data can tell you about their experience in real time?

Go to market (GTM) strategy / MedTech & diagnostics market access

parc founders have over 25 years of developing go to market strategies and new market entry strategies across a wide range of sectors including the global go to market strategy for CMR Surgical.

What is our sustainable go to market strategy which ensures early revenue and controlled cost base?
How do we cross the chasm from early adopters to early majority?
Which channels to market should we use in which geographies and who are our strategic partners?

Digital service creation & implementation

parc founders have over 10 years combined experience developing a digital ecosystem around a complex robotic platform. Customers (surgeons) benefitted from insights and analysis about the surgeries performed, delivered through multi-platform apps. The digital ecosystem was also critical in enabling efficient global customer service and support. Parc has unique experience combining strategy creation with rapid deliver and efficient execution.

What value do digital services bring to our customers across the customer journey?
How can we create scalable, cost efficient cloud based services which are widely adopted drive customer engagement?
How do we integrate and utilise data from multiple connected and disparate sources to create valuable insight for customers?

Digital insight to improve operational efficiency & sustainability

Most businesses have more data than can they can usefully process. Data often resides in disconnected siloes accessible only to specialists. Understanding the business goals, and then connecting and aggregating data sources can lead to significant business value. At parc we combine clear business thinking and strategy with technical competence and can help clients develop glean clear insights and use these to drive operational efficiency and sustainability.

Sitting on a goldmine: How can we extract valuable business intelligence from our data?
How can predictive maintenance and proactive service enhance customer value, increase revenue and profitability for service-based organisations?
How can we use digital insight to improve the operational effectiveness of users of equipment and devices?

Product development and management

parc understand the challenge of product development in regulated industry having led a team to develop a surgical robot from zero to approved product in under 5 years. We can help you determine the most effective development path to generate value early and efficiently.

How do I ensure agile product delivery, can fail fast learn and still meet key business milestone?
How can product development be de-risked in regulated industries such as medical devices?
how can I accelerate my time to market? And what is the optimal specification for my product?
What approaches can we use to reduce the cost of sustaining products in the market?

Digitally & AI enabled service strategy & process design

The parc founders were responsible for defining CMR's service strategy, setting up and operating the Customer Success function and rolling out globally consistent processes and customer experience underpinned by the robotic digital ecosystem. Using predictive and preventative maintenance, they were able to reduce the need for reactive engineer visits and part swaps by 50%.