Sound Advice
Growth and maturity in online education
Stronger customer relationships at Bracco Diagnostics “The analytic power behind an online educational service provides Bracco with the measurement tools necessary to proactively service, satisfy and retain key customers.” - Pam Intile, Director of Customer Education
When survey results showed their customers wanted more education delivered more frequently, Bracco Diagnostics (a leading developer of contrast agents) discussed creating a virtual university where customers could get their courses for continuing education (CE) requirements, their certificates and generally keep track of their individual CE records.
“We considered creating our own tool, but soon realized how expensive it could be,” says Pam Intile, Director of Customer Education. “After analyzing several options, we had heard of the Philips Online Learning Center and decided to discuss the potential for using the OLC for our program. After demonstrations and discussions we decided that the OLC’s ease-of-use and depth of content made the most sense.” Bracco entered into a relationship with Philips and soon thereafter the Bracco e-Learning Center was born.
With 21st century tools like the OLC, Bracco’s redefined educational platform is being leveraged as a company strength. This commitment is designed to build customer loyalty and influence strategic relationships.
Intile has seen positive results in just six months. “Since launching the Bracco e-Learning Center, overall customer satisfaction in education and in-service training has jumped by 11%. And satisfaction in CME or CEU in-service programs has also increased 11%. We’re making a difference with our online education effort.” [Published: 2006-11-14]
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