Decision-makers we serve
Chief Commercial Officer, Head of Customer Service, Network & Scheduling, Retention, CIO
Typical entry points
schedulingno-showcustomer servicecollections
01_ WHAT WE OPERATE
Macro services for Healthcare & Health Plans, organized by business outcome
| Business outcome | What Macro operates | What we measure |
|---|---|---|
| Acquirenew customers | Plans, clinics, exams and services | contract or appointment |
| Growmore value from the base | Additional services and eligible programs | revenue and enrollment |
| Retainrevenue and relationship | Renewal, experience recovery, churn prevention | retention |
| Collectrevenue at risk | Monthly fees and co-payments | regularization |
| Servecustomer needs | Scheduling, authorization, network, status | resolution |
| Activatefrom sale to value | Onboarding, member card, first use, program | activation |
| Recoverinterrupted journeys | No-show, documentation, incomplete authorization | completed visit or procedure |
The indicators describe what we measure in each journey. Targets, baselines and pilot design are defined with each client — we never promise results before measuring.
02_ HOW WE DELIVER
The operating fronts behind these outcomes
Sales
Inbound and outbound acquisition, qualification, upsell, cross-sell and lost-opportunity recovery.
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Collections
Prevention, negotiation, promise-to-pay, renegotiation and revenue recovery.
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Customer Service & CX
Support, retention, activation and onboarding with human escalation by exception.
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Agentic Back-office
Documentation, validation, approvals and completion of journeys started in another channel.
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03_ DATA & SYSTEMS
What we map before operating
01_CRM, registry and customer master
02_Billing, orders, contracts or transactional core
03_Interaction and outcome history
04_Channels and consent
05_Product catalogue, offers and rules
06_Audience and propensity data
07_Industry-specific operational systems
08_Post-service events that confirm the final outcome
Recommended pilot
We start with a journey that has relevant volume, an observable entry event, a measurable outcome, a bounded integration and an available baseline — and compare the Macro operation against control or baseline, measuring the result end to end.
04_ DISCOVERY
The questions we ask in the first conversation
01_Which economic outcome needs to change?
02_Which population is eligible and how large is it?
03_Which business events already exist in your systems?
04_What happens today after each intermediate result?
05_Which systems must be queried or updated to complete the journey?
06_Where is there a human queue, SLA, abandonment or contact cost?
07_What is the baseline for conversion, resolution, recovery, churn or activation?
08_Which regulatory, consent or approval limits apply?
05_ OTHER INDUSTRIES