Vietnam is currently undergoing economic and demographic transformations that promise great potential for its healthcare industry. According to a forecast from Fitch Solutions, Vietnam’s healthcare expenditure will reach $23 billion in 2022 at a compound annual growth rate (CAGR) of 10.7 percent. In order to tap into this wellspring of potential, the country’s healthcare providers will need to prepare themselves for access; from operation optimization and workflow digitization to further customer service improvements.
Utilizing a user-driven approach and drawing on previous experience in developing healthcare management softwares in Germany, the team at Zoop Care has been taking the initiative to provide Viet Nam service providers with operation solutions. As the name suggests, "Zoop is here to giúp!" (Zoop is here to help!)
Join us in conversation with Ms. Lucy Duong, COO of Zoop Care, to learn how the innovative platform is contributing to better healthcare coordination and what it takes to break ground on Healthcare 4.0 in Vietnam.
How was Zoop Care founded and what is the platform’s mission?
Zoop Care’s formation stems from our belief that the creation of an ecosystem of healthcare service would benefit all stakeholders. This is an appropriate response to the overarching trend that has gradually been implemented in many parts of the world.
With practical experience and guidance from the German General Practitioners' Association, we devoted our time and resources to conducting the surveys and research necessary to build the system.
Our approach was to directly address the issues, whether they are eternal predicaments that plague healthcare facilities, or day-to-day disruptions that Vietnamese patients are predisposed to.
When we were conducting market research, we noticed that it was common for service providers to sort tasks manually with great difficulties. Daily administrative functions and operations such as appointment scheduling or patient registration are mostly done on paper, with no effective archival method in sight. This poses a challenge for those in customer support when retrieving data, as well as those in administrative positions.
In addition, instead of one communication platform, multiple mediums are often employed to contact and manage customers: a messaging app to share information, a calendar app to schedule an appointment, and email for marketing purposes. This disconnected approach prevents them from optimizing their operations and measuring operational efficiency.
Recognizing the challenges, we developed Zoop Care as a broadly centralized platform to detangle all knotted ends. It serves as an all-encompassing solution, enabling seamless communication with customers. From there on, establishments can focus on improving the quality of their services.
Keeping the end-users in mind, Zoop Care provides easy access to healthcare for users and their families, bringing healthier lifestyles for all.
As for our mission, it’s all in the company’s name. Zoop (Giúp) means “help” in Vietnamese, so our mission is to help bridge the gap between healthcare providers and healthcare customers, thus making healthcare a more pleasant and seamless experience for everyone. Hence, customers can experience throughout healthcare journey at ease.
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How will the features currently in the pipeline benefit users and healthcare providers?
Right now, our focus is on helping healthcare facilities manage existing customer relationships and reach new customers. Some specific features such as Online booking, Automatic reminders, Smart calendar, Treatment reminders, Automatic response collection, and Real-time reporting will be given priority. We believe that these initial features are the key to unlocking direct and indirect benefits for both service providers and users.
For example, if appointment scheduling is fully or partially automated, congestion and long waiting times can be avoided. By spending less time on appointment scheduling and other menial tasks, businesses can cut down on operational costs and relocate resources to customer care.
After each visit, Zoop Care can assist businesses with collecting customer feedback, summarizing appointment statistics and measuring service efficiency. Presented with visual data, businesses have crucial information at their fingertips: an overview of the appointment attendance rate; which stage in the process needs revision; or where service quality can be improved. Correspondingly, customer retention rate and overall satisfaction will increase.
For our healthcare customers, solutions such as Automatic reminders, Treatment reminders and Direct communication will allow for a more effective and less stressful experience. Gone will be the days where people had to wait for hours on end to have their healthcare concerns addressed.
Apart from its practical values, what are some of the benefits Zoop Care is bringing to the community?
Through engaging with Vietnamese healthcare facilities, we learnt that many healthcare healthcare providers are investing their resources into enhancing the quality of their products and services. However, not all providers are equipped with the proper marketing and customer engagement systems and resources.
We hope that with Zoop Care ecosystem, we can establish a strong relationship with healthcare providers such as hospitals and clinics (including dental, surgical and beauty clinics); rehabilitation and acupuncture centers; and even spas. Our goal is to bring them closer to more Vietnamese people.
With Zoop Care, people now have access to more information, more options, better healthcare experiences. With that, Zoop Care's healthcare customers can enjoy happier and more active lives, spending more quality time with their loved ones. And together, we can all contribute to shaping a more sustainable community.
What value is central to the development of Zoop Care?
As mentioned, Zoop Care’s approach is user-driven. Hence, our users are our source of motivation. They inspire us to work harder every day to further our ecosystem to enhance the user experience.
Drawing on our previous experience developing products in Germany, we also want to bring Vietnamese users a peace of mind when it comes to data security and data privacy. Hence the decision to tread carefully from start to finish while building the product.
Finally, what can we expect to see from Zoop Care in the future?
In the near future, Zoop Care platform will continue to be the bridge that unites every participant in the ecosystem. Supporting users and improving their experience will remain central to our mission. We believe that the platform will become a healthcare essential for every household.
And, we believe that we'll be able to “Zoop" more and more users in the years ahead!
Tham gia cùng chúng tôi trong ‘Zoop Webinar — Trải Nghiệm Khách Hàng Của Ngành Dịch Vụ Chăm Sóc Sức Khỏe Trong Tương Lai’, nơi các diễn giả chia sẻ về:
- Bối cảnh hiện tại và tương lai của ngành Dịch vụ Chăm sóc Sức khỏe
- Những tiềm năng mà thị trường mang lại & Những hạn chế cần khắc phục
- Cách để tối ưu hóa hệ thống vận hành & Số hóa quy trình làm việc
- Hoàn thiện trải nghiệm khách hàng trong ngành Dịch vụ Chăm sóc Sức khỏe
Sự kiện có sự tham gia của:
- Mr. Đào Anh Đức - CTO & Co-founder, Zoop Care
- Mr. Hoàng Hải Long - Giám đốc Khối Tài Chính - Kinh Doanh, Bệnh viện Tai Mũi Họng Sài Gòn
- Ms. Nguyễn Lê Lâm Ngân - CEO, Nha Khoa Sìe Dentist
- Ms. Christina Hương Đoàn - COO, American Eye Center
Đăng ký tham dự sự kiện tại đây: https://lu.ma/ZoopWebinar
Webinar hoàn toàn bằng Tiếng Việt sẽ được tổ chức qua Zoom (bạn sẽ nhận được link vào ngày diễn ra sự kiện)