Delivering Continuous Improvement in Service Delivery with Latrobe Community Health Service
Discover how Latrobe Community Health Service (LCHS) evolved their customer experience management using Resonate CXM platform, leading to remarkable improvements in service delivery and customer satisfaction.
For Latrobe Community Health Service, delivering excellent customer service starts with understanding what that means for its customers and finding ways to measure it.
Michelle Webster shares how LCHS uses Resonate CX to turn thousands of pieces of feedback into actionable insights, empower frontline teams and shape customer service standards across the organisation.
The Story at a Glance
Explore the case study to uncover the key challenges, insights and results behind a successful customer experience journey.
“To be able to manage and design services whether they’re new or for service improvement without a platform like Resonate CX that has such powerful capabilities would be impossible.
The new addition of the Text Analytics is fantastic. We get between 800 to 1,000 individual pieces of feedback month so to get any valuable insights out of that would be impossible without the sophisticated Text Analytics.”
Michelle WebsterManager, Business Development | Latrobe Community Health Service (LCHS)
From Feedback to Better Community Care
61% more feedback and a +77 NPS peak
A 61% increase in feedback responses and an NPS peak of +77 gave LCHS richer data to identify issues, improve services and lift satisfaction.
Real-time dashboards close the loop faster
Resonate CX’s My Queues enabled LCHS to assign, escalate and resolve feedback as it arrived, from waiting-room issues to communication improvements.
Data privacy is essential in healthcare CX
Australian data storage gave LCHS the transparency and compliance confidence needed to manage customer feedback across 100+ services.
Scaling across 14 programs proved the model
LCHS expanded from a six-service pilot to 14 programs while maintaining a consistent 20–25% response rate across diverse services.
CX Champions turn insights into action
30+ frontline CX Champions received training and dashboard access, helping embed customer experience into teams across the organisation.
AI-Powered Text analytics turns feedback into insight
With 800–1,000 feedback items each month and 63% including verbatim comments, AI-powered text analytics helped LCHS uncover common CX drivers across different services.
Latrobe Community Health Service is a not-for-profit provider delivering integrated healthcare and community services to support healthier, more inclusive communities across Australia.
Non-Profit | Healthcare
HEADQUARTERSMorwell, Victoria, Australia
We Are the Right CX Partner for You
Speak to us and find out how we can help your business thrive.
Recognised for CX Excellence: Summer 2026
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