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Montu Group is one of Australia's leading health tech groups reshaping the landscape for suppliers, practitioners, pharmacies, and patients across multiple companies including a telehealth clinic and a pharmacy facilitation service. As the group expanded , so did the challenge of staying connected across a complex, multi-touchpoint journey.
The challenge: Fragmented tools, invisible insights, and missed opportunities
When Swetha Srivatsan joined Montu Group as Senior VOC Program Manager, she took it upon herself to solve a common but costly problem: fragmented feedback across multiple businesses and platforms.
Six different teams, Marketing, Product, UX, Public Relations, B2B, and Patient Experience, were all running surveys independently using five different tools.
The problems this created:
- Duplicate outreach: Patients were giving feedback multiple times
- No visibility: Feedback lived in disconnected spreadsheets and tool dashboards
- Impossible to track survey fatigue: With no integration to their marketing automation tool, there was no way to monitor unsubscribes or respondent history
- Insights arrived too late, or never: Action on feedback could take weeks, months, or simply never happen
That's when the team decided to consolidate everything into a single, integrated platform that could actually keep up with their pace.
The solution:
One platform, unified insights, and AI that finds patterns you’d probably miss
Montu Group replaced their fragmented survey stack with Survicate, building a journey-based Voice of Customer (VOC) program that integrated directly with their marketing automation platform.
The shift wasn't just about consolidating tools, it was about fundamentally changing how feedback flowed through the organization.
How Survicate transformed Montu Group's feedback program:
1. Automation Platform integration for journey-based surveys
- Surveys now trigger automatically at key touchpoints in the patient journey
- Unsubscribe tracking and respondent history prevent duplicate outreach
- Survey responses flow back into marketing platform for segmentation and automation
2. Insights Hub: From scattered feedback to structured intelligence
- Aggregates feedback from surveys, support tickets, and other key sources
- Feedback is automatically categorized into topics and trends
- Real-time visibility across the entire organization
3. Research Assistant: Complicated questions, easy solutions
- Teams can now ask questions like "Why are patients mentioning affordability?" and get summaries backed by real feedback, and quotes
- Integrated directly into cross-team internal collaboration channels to boost the visibility of insights across the business
- Identifies emerging patterns before they become major issues
4. Website surveys: First-time visibility into visitor intent
- Launched their first-ever website pop-up survey
- Captured insights from both new and returning visitors
- Revealed major gaps in ad messaging and site clarity
"Since partnering with Survicate, we've been able to build a journey-based VOC program that significantly reduced survey fatigue while improving completion rates and capturing more meaningful insights at every stage of the customer journey."
Swetha Srivatsan, Senior VOC Program Manager at Montu Group
From reactive firefighting to proactive innovation
With Survicate, Montu Group didn't just get better at collecting feedback, they got better at acting on it. Fast.
The 2-day turnaround: 32% to 89% satisfaction
The fastest example came from a consultation satisfaction survey. Day 1, the team activated the survey and saw results: 32% satisfaction. But the responses didn't explain why.
That same evening, Swetha tweaked the survey to capture more detail. By the next afternoon, the Insights Hub had identified the root cause: a platform error was automatically disconnecting patients from telehealth consults before the appointment actually ended.
She escalated to the Product team immediately. By Day 2 afternoon, the issue was fixed.
The very next wave of responses showed consult satisfaction had jumped to 89%, an almost instant recovery driven directly by patient feedback.
"The fastest we've gone from survey response to action was just 2 days. The insights revealed a platform error that was disconnecting patients from their telehealth consults. We escalated it immediately, and by Day 2 the issue was fixed. Satisfaction jumped to 89%."
Swetha Srivatsan, Senior VOC Program Manager at Montu Group
Proactive pricing strategy: Consultation fees reduced
Through insight summaries, the team started noticing recurring mentions of patients struggling with service affordability due to cost-of-living pressures.
By digging deeper in Insights Hub, they saw how frequently this was flagged across multiple surveys. The feedback wasn't just coming from support complaints, it was showing up everywhere.
The decision: Reduce consultation pricing to lower the barrier to entry and ensure appropriate patients could prioritize their health without financial stress.
This was a direct shift from reacting to complaints in support tickets to proactively addressing a systemic barrier before it became a churn driver.
Piloting same-day delivery based on patient voice
From pharmacy delivery surveys, the team noticed specific verbatim feedback asking for same-day delivery options.
Instead of letting this sit in a quarterly VOC report, they used the insight immediately to pilot a same-day delivery service.
"This is a clear example of moving from 'reactive fixes' to strategically testing and innovating based on patient voice."
Swetha Srivatsan, Senior VOC Program Manager at Montu Group
Fixing wasted ad spend: 35% of visitors weren't ready to buy
The first website survey revealed something surprising: around 35% of new visitors weren't ready to book a consultation immediately, or didn't fully understand the process.
The team already suspected pain points, but the survey gave them data-backed evidence to act on.
Based on the feedback, they:
- Redesigned ads to be clearer and more transparent
- Overhauled the website to better explain the consultation process
- Improved FAQ and education content so patients could make more informed decisions
Instead of pushing conversion CTAs too early, this insight allowed them to take a more strategic approach, one that actually lifted conversions by building trust and clarity first with appropriate patients.
Reducing survey fatigue by 70%
Before Survicate, there was no way to track who was being surveyed, how often, or by which team. Patients were being hit with duplicate outreach constantly.
After consolidating to Survicate and integrating with their Marketing Automation Platform:
- Reduced ad hoc surveys by 99%
- Cut survey-specific emails by 70%
- All surveys are now journey touchpoint-based, coordinated, and tracked
No more survey chaos. Just strategic, timely feedback collection that respects the patient experience.
How Survicate connects to Montu Group's tech stack
Montu Group's feedback intelligence system is powered by seamless integration between Survicate and the tools in their tech stack.
1. Surveys triggered via their Marketing Automation Platform
- Journey-based surveys sent at strategic touchpoints (post-consult, pharmacy delivery, education engagement, etc.)
- Patient attributes automatically attached to each response
- 50+ surveys deployed across the customer journey
2. Real-time feedback processing in Insights Hub
- All survey responses, and third party feedback sources automatically categorized by topic and sentiment
- Recurring themes and emerging patterns identified
- Trends surfaced in real-time, not weeks later
3. Delivering insights where teams work
- Integrated into their internal collaboration channels for instant access
- Teams ask natural language questions to the Research Assistant and get data-backed answers immediately
- No need to dig through dashboards or export CSVs
"Survicate's Insights Hub has been a game-changer. We've increased the visibility of insights across the business and shifted from being reactive to proactive in how we respond to patient feedback."
Swetha Srivatsan, Senior VOC Program Manager at Montu Group
Closing the loop: From tickets to strategic insights
Beyond just collecting survey responses, Montu Group uses Survicate's native integrations to create a complete feedback loop that ensures nothing falls through the cracks.
Support tickets from their ticketing systems flow into Insights Hub alongside survey responses, giving the team a fuller picture of patient sentiment.
This multi-source approach increased the integrity of insights dramatically. Instead of making decisions based on survey data alone, Swetha and her team could validate trends by cross-referencing across other aspects of patient engagement.
The result? More confident decision-making, faster triage of urgent issues, and a closed-loop system where feedback doesn't just get collected, it gets acted on, and patients know they've been heard.
The result: From feedback chaos to clear action
With Survicate and its native integrations working together, Montu Group has built a structured feedback intelligence system that turns patient voice into action, fast.
The impact in numbers:
✅ 32% → 89% satisfaction in 2 days (platform bug identified and fixed)
✅ 70% reduction in survey emails sent (survey fatigue eliminated)
✅ 99% reduction in ad hoc surveys (journey-based program)
✅ 35% of wasted ad traffic identified and fixed (visitor intent clarity)
✅ 50+ strategic surveys deployed across patient journey touchpoints
✅ 5+ fragmented tools consolidated into one unified platform
Before Survicate
- Reactive: Waited for complaints to surface in support
- Siloed: Teams working independently with no visibility
- Slow: Weeks or months from insight to action (or never)
- Un-structured: Duplicate outreach, no coordination, feedback trapped in spreadsheets
After Survicate
- Proactive: AI surfaces trends before they become problems
- Unified: Organization-wide visibility with internal collaboration tools and Email integration
- Fast: 2-day turnaround from feedback to shipped fix
- Strategic: Journey-based surveys, coordinated touchpoints, clear action paths
"Since starting this partnership, we've successfully deployed more than 50 surveys across key touchpoints, ensuring the insights captured are both relevant to the specific patient interaction and actionable. This has enabled us to deliver quick fixes where needed, while also feeding into broader product and technology roadmaps."
Swetha Srivatsan, Senior VOC Program Manager at Montu Group
Building a patient-first organization, powered by feedback intelligence
For Montu Group, feedback is the foundation of staying connected to the patients who trust them with their health.
By consolidating their survey chaos into Survicate's platform, they've created a feedback system that actually keeps up with their pace. Insights no longer sit in spreadsheets waiting to be discovered. They surface automatically, get routed to the right teams via their internal collaboration channels, and turn into action in days, not months.
From reducing consultation barriers to piloting new delivery options to fixing platform bugs in 48 hours, Montu Group proves that the fastest path to better patient outcomes starts with listening better and acting faster.
"Thanks to Survicate, we're now able to not only understand our patients better but also act on their feedback in a way that ensures we remain strategically positioned as a patient-focused organization."
Swetha Srivatsan, Senior VOC Program Manager at Montu Group
Want to see how Survicate can help you turn feedback chaos into clear action? Book a call with our Sales team, or try now for free (no credit card needed)! 🚀
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