Concierge program costs drop 15%, while satisfaction rate soars to 97%

The background:

Wellstar Health System, one of the largest health systems in Georgia, is a nationally recognized, not-for-profit healthcare provider. To stay competitive in the healthcare industry, they needed to improve their concierge program so that their employees were happier and could lead healthier, more productive lives.    

 They sought to replace a languishing program run by an underperforming provider with a new partner that could deliver work-life programs that were holistic, flexible, and inclusive for every employee, regardless of their working location. This new provider needed to possess a proven track record of ROI, and a passion to drive initiatives that would reignite, reenergize and restore their culture.

 

The Circles solution:

Wellstar turned to Circles, who immediately set to work analyzing their current program and service delivery model. Working with the Wellstar HR team, Circles developed a unique promotional strategy that introduced new marketing materials and targeted new channels that informed and incentivized employees. A customized program developed that included:

• A dedicated on-site Operations Manager
• A personalized web and mobile experience, supported 24/7 by Circles work-life balance advocates
• A mobile on-site concierge team, that moved amongst multiple locations daily, for maximum impact
• An on-site errand running service, responsible for fielding and fulfilling personal errand requests from employees such as shopping, merchandise returns and more
• Exclusive time- and money-saving offers and discounts from both local community and national partners

 

The outcome:

The Circles program has freed up Wellstar employees’ time so they can focus on what truly matters — caring for their patients and themselves. Program successes to date include:

• 15% reduction in program costs
• 90+ Net promoter score
• 97% program satisfaction rate
• 75% increase in program participation

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“Ashley shopped for a Christmas tree for me, which was beautiful and just what I wanted. The service booked my vacation last year at the Battery with a balcony view for the Braves game — my husband loved it! I’ve used the concierge to order food for my staff —day and night shift — gift wrapping and buying birthday cards. I’m very appreciative of this service, it makes Wellstar a great place to work!”

– Cynthia Newby, Director of Nursing

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