Thyrocare’s Learning in 2020 fuelling a renewed focus in 2021: Arindam Haldar
Arindam Haldar, CEO, Thyrocare Technologies.
2020 was a year of uncertainties, will-power, collective strength and resilience. We in the healthcare industry were faced with an unprecedented challenge as nobody had apprehended the magnitude of the pandemic that engulfed our lives. Every sector was massively affected but the healthcare industry was under immense pressure to deliver quick responses as early testing was crucial in diagnosing and isolating COVID-19 infected patients. Hospitals, Diagnostic centers, Ambulatory care services were at the frontline in supporting the management of the coronavirus crisis. However, we are glad that we could rise to the occasion with our dedicated team and field force who worked 24 x 7 during these difficult times supporting the organizations visions. Several bottlenecks were encountered during the lockdown including that of logistics, restrictions of the public movement, total shutdown of the regular business, different policies and guidelines of different municipal corporations and states. However, with all these challenges, we could maximize our testing capabilities, revive the lost business and grow better than last year. The year 2020 has highlighted the importance and stressed focus on preventive healthcare, and at Thyrocarewe are working to address this need, right from expanding and scaling the business in 2021. So, the five focal points for us as a business will be as follows: –
Restructuring and reconfiguring of the sales and marketing departments
Marketing plays a significant role in helping businesses create, communicate, and provide value to their target market. In the past couple of years, we have experienced the immense value that marketing, and sales endeavors to bring to the organization and hence it is at core of our 2021 business plan. These teams will work on a focused approach of understanding our customer touchpoints and help us address any gaps that can be bridged. In the coming year, we will be working towards building robust marketing and sales team that would help our vision of being India’s leading, fully automated, clinical laboratory realized.
Increased focus on training of staff for better competence and efficiency
Our business model heavily relies on customer experience through top notch services provided by our on-ground technicians and staff. This means that it focuses on performance of skills, rather than just the acquisition of knowledge. Many traditional training programs provide huge amounts of information but fail to offer the skill practice. In the coming year, we will be focusing our energies in making sure that our staff spend increased amount of time in training before hitting the ground as it will only acclimatize our employees to the dynamic work culture thereby drastically increasing their efficiency.
Upgrading our Customer Service experience
Customer centricity has always been at the core of our business and the past year has only showed us the importance of it. Business continuity and success heavily depended on customer satisfaction in 2020. With access to social media, customers are quick to show their dissatisfaction and move to other brands as the options are unlimited. We at Thyrocare take customer feedback very seriously and have an exhaustive team working with an around the clock attitude to solve any queries or troubles that our customers might have. In 2021, there will be greater focus on making sure that our customer service is the best in the industry.
Expansion of Labs
Thyrocare has only one large central processing lab in the country, which is in Mumbai. We are replicating that in 3 other regions. We are also in the process of having labs in a few other large cities with good potential. We have two big experienced field forces today in the market. One team is focusing on hospital segment and the other is expanding our franchise network. This is a pan India expansion plan. We are still in evaluation stage to figure out which markets will be the most profitable to our business and in 2021 we will be focusing on expanding our services to these selected markets.
Sustain momentum and keep focusing on speed, accuracy and quality
While the pandemic has affected most sectors, healthcare is the only industry which has seen the fastest comeback and growth. At Thyrocare, our foundation is based on accuracy, quality and speed of our tests. Thriving in a hyper-competitive market comes with its own challenges but we will focus on our strengths in 2021 that are speed, accuracy and state-of-the-art quality. We are working to upgrade our technology platforms to make sure we provide our customers with the best services. Technology is at the heart of our functioning and we are sustaining our efforts to make a difference.
Every individual working at Thyrocare hopes for a better 2021 and is working tirelessly towards achieving our goals. Here’s hoping that everybody has a prosperous 2021 professionally as well as personally.