Case study
Campaign and Process Compliance Check
USV Private Limited is an Indian multinational pharmaceutical and biotechnology company based in Mumbai, India. The objective of this activity was to check the free health check-up camps are conducted or not and also to check the process of those camps.
Every hospital was checked that whether camps are properly conducted or not on the given date and time.
Step through how the project ran, from brief to result.
What the brand wanted to know
USV Private Limited is an Indian multinational pharmaceutical and biotechnology company based in Mumbai, India. The objective of this activity was to check the free health check-up camps are conducted or not and also to check the process of those camps. The motive was to understand whether the camps are conducted at the given hospital and the entire process of the camp and to check free blood tests are done and receipt for the same is given or not.
How FloorWalk ran the audits
What was checked
The approach adopted to successfully deliver the scope of work was as under: Conduction of camps at the given date and time, process of camp, need analysis and staff analysis. All the major norms set by the brand were checked during the audit process.
The challenges we faced were: The project consisted visits at hospitals to check the conduction of camps. Many hospitals had wrong addresses. If hospital with correct address was found camps were not conducted.
What changed on the ground
Conduction of camps was a major problem. Very few camps were conducted and to overcome this problem mystery audits were conducted. After the conduction of audits scores increased and camps started taking place. The process of camps were also tested. The hospitals were audited on a monthly basis on weekdays and weekends on a specific date and specific time separately to check the conduction of camps.
What the USV team could do with FloorWalk's platform and reports.
Through FloorWalk’s platform, the client could effectively track which branches have not followed process compliances, the branches that had integrity issues and the branches which had customer service issues.
Reports are segregated according to the cities, states & regions. They can further be drilled down to area wise reporting to reward area / city managers. The reports were also used to decide incentives for further members of the hierarchy.
All the reports are attached with audio / video proofs to further present a concrete plan on the compliance checks. These proofs were further used to incentivise / let off staff and management.
Mystery shopping being a continuous activity for any brand, the clients are given a chance to track audits real time and see which stores are auditing at what time & dates to further keep an eye on the store.
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How other brands used FloorWalk audits to change what happens on the ground.
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