Nuance: Public sector sales engagement

CHALLENGE​

The NHS 111 service remains beset by problems, from high rates of dropped calls, to inefficient use of resources such as ambulances. Nuance Communications asked us to open doors for them to NHS decision makers, to convince them that Nuance’s speech recognition and voice biometric technology could help create a more efficient and citizen friendly service.

APPROACH​

Brands2Life developed a public sector engagement programme, targeting clinicians and budget holders within NHS England, NHS Digital, and innovative NHS 111 providers around the UK. The programme aligned Nuance’s messaging and user case with the key priorities of the ongoing NHS transformation programme, particularly Domain B – Urgent and Emergency Care.

​IMPACT

Brands2Life secured meetings with key figures within NHS England and NHS Digital, including Dr Indra Joshi, Clinical Lead for Urgent Care, and Deborah El-Sayed, Director of Digital and Multi-Channel at NHS England.  These initial meetings opened up opportunities to engage with other senior decision makers within the NHS, including a speaking slot at a major NHS conference. We also secured opportunities for pilot schemes to be run at local NHS 111 services, including the London Ambulance Service and London West and Central Unscheduled Care Collaborative.

Crucially, two years of engagement work has led directly to Nuance now tendering for a major NHS telephony contract.

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