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CASE STUDY HEALTHCARE
Innovantes collaborates with a leading diagnostic chain in India to grow its footprint and develop a low Capex, digital model for B2B expansion
THE
Challenge
The client faced tremendous competitive pressures from its competitors, especially the unorganized segment expanding rapidly into its region. increased competition could result in lower market share, loss of revenue and increased intensity to attract and maintain patients. The client needed a way to improve its growth, competitively differentiate themselves in the market and better meet the needs of the patients.
Innovantes partnered with the client to create a new digital model to grow its franchisee base and onboard new business partners. The solution also automated and digitized the entire patient journey right from booking to reporting and feedback management
OUR
Solution
Innovantes created mobile apps for patients with a focus around the home sample collection process, digitizing the entire journey from booking to reporting, thus creating a seamless patient experience. The process of allocating orders to the centres and phlebotomists was also automated based on algorithms. CRM and mobile apps for the channel partners were created to onboard new partners, manage orders and schedule appointments.
Streamlined Processes
New processes and workflows were defined for order booking, allocation, collection and reporting
Integration with third-party solutions
We integrated the solution with the client's existing LIS and HMS enabling automated workflows
Mobile Apps
New Apps for patients and channel partners to simplify and digitize the patient journey and create dynamic pricing offers
Feedback Management
New process was created to simplify the feedback mechanism and ensure a faster turnaround on patient feedback.
New portal for the leadership
The new portal helps the leadership get a holistic overview of the performance at multiple levels- city, regional & national etc.
Continuous Delivery
The system was delivered in 6 months with 3 major releases
OVERALL
Impact
The leadership now has information at their fingertips. The partner onboarding process that took 3 days can now be completed in a couple of hours. With the complete patient-facing processes digitized, the management can now deploy the existing resources to work on more strategic initiatives. The franchise partners now have access to digital tools to grow their revenue.
Reduction in man-hours spent on managing booking requests
Improvement in customer satisfaction score
Manual errors owing to complete digitization
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