Company Overview
This LTC Organization is a leader in healthcare technology, dedicated to enhancing patient outcomes and empowering healthcare providers with innovative solutions. Operating in long-term care, a sector that demands efficiency, compliance, and adaptability, this LTC Organization serves a diverse range of healthcare organizations, from small practices to large health systems. The company focuses on delivering integrated technology services that streamline operations, improve patient engagement, and support the evolving needs of healthcare professionals.
This blog is part of our Long-Term Care Industry Blog Series, designed to guide organizations through the digital transformation process.
Pain Points
As a leader in the healthcare technology industry, this LTC Organization was grappling with several critical challenges:
- Outdated ERP System: Operating an overly customized ERP system that was no longer supported, compounded with excessive manual processes still happening outside of the system itself created a landscape of inefficiency, error-proneness, and operational risk for this LTC Organization.
- Complex Subscription Billing: Many organizations are transitioning to subscription-based models but struggle with the intricacies of billing processes, often leading to revenue leakage and customer dissatisfaction.
- Integration Issues: With numerous software systems in use, integrating disparate technologies remains a significant hurdle, hampering data flow and operational efficiency.
Project Overview
Our LTC client embarked on a transformative journey, moving away from Microsoft AX 2012 R2 to Microsoft Dynamics 365 in the cloud. This initiative was not merely an upgrade project, but a strategic modernization effort aimed at futureproofing their business and enhancing digital processes.
Goals of Implementation
The primary goal was to achieve a comprehensive digital transformation, enabling our client to:
- Eliminate reliance on overly customized AX 2012 R2, which was no longer supported and had become outdated.
- Streamline operations by eliminating excessive manual processes that existed outside the AX system.
- Identify and implement best practices across common business processes.
- Introduce new functionalities that align with current and future business needs.
Planning and Preparation
Our client’s journey took a turn for the better when they engaged Reach International following two unsuccessful attempts with other partners to implement Dynamics 365. Coupled with a few add-on solutions, Reach International managed to successfully deliver on the project expectations and ensure a seamless transition for the client’s team.
Initial Steps Taken: Upon initiating the project, Reach International conducted a thorough review of the client’s existing operations and technology landscape. This collaborative approach involved teaming up with another Microsoft partner to leverage specialized expertise, facilitating a smoother transition through configuration and ultimately to go-live.
Anticipated Challenges
Several challenges were anticipated during the planning phase, including:
- System Integration: LTC Organization had recently implemented Salesforce and desired to integrate it with their updated ERP system, creating complexity in the project scope.
- Legacy Knowledge and Transition: The fallout from two previous attempts meant that there was a mix of knowledge and expectations among stakeholders, necessitating careful management and clear communication.
Methodologies Used
To guide the planning and execution phases, Reach International employed:
- Microsoft’s Success by Design Methodology: This framework ensured alignment with best practices throughout the project lifecycle.
- Agile Practices: Key agile elements were incorporated, including daily stand-up meetings, biweekly planning sessions, and iterative implementation, enabling flexibility and responsiveness to change.
Key Outcomes:
- Near real-time bi-directional integration with Salesforce to achieve a holistic view of customer interactions
- Near real-time visibility across the company to gain deeper insights into performance metrics, customer behavior, and operational trends, supporting data-driven decision making and strategic planning.
- Improved operational agility and excellence with a seamlessly integrated system
- Gain the ability to scale with a flexible solution as the company grows or adapts to new market demands
Conclusion
Our client’s partnership with Reach International marked a pivotal moment in their digital transformation journey. By addressing industry-specific pain points and employing a structured yet flexible approach, the client is well on its way to modernizing its operations and enhancing its technology offerings, ultimately leading to improved patient outcomes and more efficient healthcare delivery.
Reach out to us today and learn how we can help you start your own digital transformation journey.
