Page 6 - Mobility Management, January 2019

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“Where’s My Wheelchair?” Numotion Rolls Out a New App Built for Consumers
Like it or not, we live in a 24/7 world in which communication is expected to be constant. That might be perfectly reasonable for customers wanting
to know when their pizzas will be delivered. But what about if they want to check on when their new complex rehab wheelchairs will be arriving,
or when replacement parts are expected to be delivered?
Numotion has an innovative new answer: There’s an app for that.
It’s called MyNumotion, and it’s
an app that’s rolling out across the
country. The app is currently deployed
to more than half the regions that
Numotion serves and by end of
January will be fully deployed for all customers across the United States. Eventually, Numotion hopes that more than 20,000 consumers will register and use the app.
In describing the new app — its goals, its functions and the core reason for its existence — Numotion Chief Operating Officer Bud DeGraff and Chief Information Officer Dan Prestegaard repeatedly pointed back to optimizing each customer’s overall experience in working with Numotion’s team.
“Our number one goal in this,” DeGraff said in an interview with Mobility Management, “was to improve our customer experience. So we looked at this [project] through a customer lens. We’ve been listening to our customers for quite a while with Numotion Listens and through other ways that they can contact us and let us know about their experience. So we really have thought about the kinds of things they’ve asked us about.”
A CRT Command Center
A key component of complex rehab is its customized approach to assistive technology, and the MyNumotion app mirrors that aspect of the complex rehab tech- nology (CRT) industry. Each client who registers gets a personalized page (pictured) that includes information ranging from upcoming appointments to order status, active invoices and current client contact information. On this page, clients see their ATPs and their Customer Care Coordinators. Clients can also contact those Numotion staffers, or make a request for service or
6 JANUARY 2019 | MOBILITY MANAGEMENT
equipment. The page can also serve as the client’s CRT command center: The app can keep track of the client’s equipment, including serial numbers and purchase dates, and can even suggest educational articles on topics specifically recommended for that client.
The “myOrders” section — which tracks a client’s order from Evaluation and Medical Docs to Funding, Assembly and Delivery — is front and center on the client’s page. And that was by design, DeGraff said, explaining that the app was intended to prioritize the information and questions that were typically most important to clients.
“We get many, many inquiries about their order status, and when their chair or part would be delivered,” he said. “So we wanted to be sure we offered real-time visibility online. As we continued to look at [designing the app] through a customer experience lens, things
like being able to request service or paying an invoice, having good contact information, and also making ourselves available 24/7 with live chat functionality during office hours just to increase our transparency and communication — those were the building blocks on which we built this app.”
In addition to understanding and prioritizing the functions that were most important to their clients, the Numotion team who designed the app also wanted to optimize it for their colleagues.
“We brought our initial list [of questions and func- tions] that our customers identified and said, ‘If we are able to do this, does this help you as a Customer Care
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IMAGES COURTESY NUMOTION