The Digital Transformation Journey to Improve the Patient Experience Customer Saltzer Medical Group Greater Boise area, Idaho Challenge Enhance the patient experience to drive satisfaction, retention, and volume Products Pulse, powered by Digital Experience Manager Results • Patient satisfaction survey response rate exceeds industry average: - Email open rate >6% higher - Email click-through rate >14% higher • Revamped call center operations to optimize experience • Patients’ likelihood to recommend practice increased 9% in most recent quarterly report • Increased positive online posts to improve reputation, including more than 30 five-star reviewsSaltzer Medical Group 2 The Customer: Saltzer Medical Group Saltzer Medical Group has five clinic

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