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Allergy and Anaphylaxis Australia

  • Streamlined program integration for maximum impact
  • Enhanced dashboard visibility for data-driven decision making
  • Actionable insights to drive and influence clinical practices.
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The challenges

Allergy & Anaphylaxis Australia (A&AA) is dedicated to improving the quality of life for individuals with allergies by providing guidance, support, and education. As Australia’s only national support organisation focused on helping individuals and carers manage allergic diseases, A&AA leverages consumer expertise and knowledge to shape public policies in this area.

To ensure the effectiveness of their services, A&AA gathers key insights from an impressive 80% of their customers. Recognising the need for a robust platform to facilitate these surveys, A&AA sought out Qualtrics. However, they encountered difficulties in implementing the platform effectively, including internal challenges due to a lack of expertise and the urgency to integrate it quickly.

A&AA initially formed a partnership with an offshore team to help implement the Qualtrics platform, however this collaboration proved to be disappointing with key platform functions not performing as anticipated and challenges with workflow design . This caused frustration among A&AA’s team members, and an overall unsatisfactory experience.

That’s when A&AA turned to Qualtrics for advice on salvaging their program, and Qualtrics suggested partnering with our dedicated team at Act XM to pave the way for success.

The impact

The collaboration between A&AA and Act XM has been transformative. Act XM’s solutions have enabled A&AA to gather critical insights through smartly designed surveys and integrations. The comprehensive data collected not only supports A&AA’s ongoing work for their community but also aids in their fundraising efforts.

With the help of Act XM, A&AA are closer to their goal of building scale to their services and to influence practices within the allergy management space. The program of work has empowered A&AA to make informed decisions, enhance their services, and have a greater impact on the lives of individuals managing allergic diseases.

The impact

The solution

Act XM presented A&AA with a range of effective solutions to address their challenges. One notable solution was the development of dashboards that not only functioned per design, but were delivered at a cost effective fee compared to A&AA’s previous attempts. This breakthrough allowed A&AA to visualise and interpret their survey data efficiently and gain valuable insights, turning their initial feelings of failure around.

Crucially, A&AA felt listened to and truly understood on their needs and objectives. With our deep understanding of both Qualtrics and survey methodologies, we expertly crafted surveys with the right questions, thoughtful design, and high-quality response options. We ensured a consistent brand experience across different surveys, in different channels, enabling A&AA to deliver a cohesive customer experience across various channels.

By partnering with Act XM, A&AA unlocked a wealth of expertise and experienced a remarkable turnaround in their program, benefiting from tailored solutions, streamlined processes, and considerable cost savings.

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