The secret to a leading wellness provider’s revenue growth, rapid market expansion and superior customer satisfaction? A s...
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About Technosoft     Technosoft Corporation is an IT and BPO services provider with     headquarters in Southfield, MI, US...
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The secret to a leading wellness provider’s revenue growth, rapid market expansion and superior customer satisfaction?


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This case study explains how a leading wellness service provider was able to grow revenues. expand its market share and provide superior customer satisfaction. This was possible thanks to the wellness industry's pioneering wellness ERP that was architected, designed and developed by Technosoft Corporation.

Technologies used include ASP.Net, C#, SQL Server 2008, Windows Communication Foundation (WCF), Google Maps, Security Association Markup Language and HL7.

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The secret to a leading wellness provider’s revenue growth, rapid market expansion and superior customer satisfaction?

  1. 1. The secret to a leading wellness provider’s revenue growth, rapid market expansion and superior customer satisfaction? A shot in the arm from the industry pioneering Wellness ERP architected, designed and developed by Technosoft.Technosoft Case Study Oct 2012 beyond possible
  2. 2. 02 Oct 2012 the client the technosoft approach The team worked with end-users to understand their role, activities existing and often cumbersome standalone programs and performed, tools used and their expectations from this new applications. The client is a leading wellness provider conducting Health First, a detailed business and systems review was undertaken application. During this phase we encountered twin challenges Screening and Immunization programs for corporate clients in the to understand the business requirements, goals and gaps in the - the dynamic nature of the business and ever changing client Processes that were replaced and/or automated in the initial USA. Our client’s differentiation rests on three pillars namely the current IT infrastructure. This involved understanding the business requirements meant new features had to be planned for and phase included Word and Excel based methods of capturing depth and breadth of services offered, it’s availability in every region objectives, future plans, user challenges, requirements and arriving changes made to existing functionalities in real-time which employee and client information, as well as setting up programs within the USA and a superior IT application and infrastructure that at the technology roadmap. required robust change request methodologies and testing and individual clinics. In the next phase, an in-house Visual Basic powers the business. strategies. On the other hand several end-users were used to the application with Access database used to create and manage Findings from this exercise served as the driver for two decisions events, a report generating utility to generate reports and a basic current approaches in place to running the business and naturally namely (i) Application selection strategy (ii) Technology selection of appointment system were incorporated as functions into the ERP. situation and impact would be slow to change. This necessitated a two pronged ASP.Net and SQL Server. approach of a quick workaround in the application followed by the actual implementation. The biggest challenge however was the The ERP modules developed include: Early on, Technosoft recognized that off-the-shelf applications or traditional enterprise packages would not meet the goals and business requirements of our client and instead proposed that we Program develop a bespoke Wellness ERP. The need was for an advanced, Employee Subcontractor Agency Account Client Management Clinics scalable and industrial strength Wellness ERP platform that would The challenge was the availability of an IT application that need to replace primitive IT and non-IT methods of doing business would scale and support business expansion, growth and which were constrained by their ability to support ever growing provide competitive differentiation. Historically business was volumes of data, rapid growth and increasing client demands for Reports Providers run using Excel programs, Visual Basic and Access database customization. Core applications that were used for creating health programs, clinics Modules In order to keep pace with the changing dynamics, the mission and appointments. These applications constrained the business critical nature of this application and multiple touch points, it was with inefficiencies, lack of a streamlined workflow, inability to decided to adopt a modular and agile development strategy. Administration add new features, tedious reporting and crucially did not give a Home Service single, unified view of the business at a time when the client was To minimize disruption, a phased approach was followed. embarking on a major expansion. Phase 1 core engine development Appointment proposed solution Invoicing Logistics CRM Accounting System Claims Ground-up development of a Wellness ERP platform spanning Phase 2 module development of various functionalities pressures of ever growing expectations which required a model Portal functionality was setup so various users could access feature definition, architecture, technology selection, design, where we had to anticipate demand well in advance and plan information and alerts specific to their role. The resulting ERP allowed development, maintenance and feature enhancements. Phase 3 enhancements and fixes accordingly. users to perform activities pertaining to managing accounts/ clients, setting up programs, staffing the clinics (events), managing This made us all too aware of the importance of continuing to logistics, registering and managing workforce, reporting, portals support the core business while simultaneously replacing the for role based access and a call center application. Subsequently Since 2008 with a team size of 20factfileproject 58,000 clinics scheduled, Over 3.5 million participants screened, 450,000 03 appointments setup and 245,000 active users ASP.Net, C#, SQL Server 2008, Windows Communication Foundation (WCF), Language-Integrated Query (LINQ), Google Maps, Google Distance, Security Assertion Markup Language (SAML), HL7, iOS (Apple iPad and iPhone), Android.
  3. 3. possible A ground-up development of the industry’s pioneering Wellness ERP application beyond in less than 4 years that today runs 80% of our client’s business, reduced turnaround time by 50%, meets and exceeds SLA of 98% uptime and has been04 Oct 2012 responsible for our client’s revenue growth, market expansion and end client satisfaction. mobile enablement of this application was done to support on- queries and concerns. It supports the customization of programs the-go access to meet specific requirements while the automated design coupled growing usage, integration of accounting module with payroll for functionalities or mobile enablement of existing enterprise with minimal human intervention means information is timely, fast financial visibility, enhanced logistics module to support multiple applications. A comprehensive mobility strategy resulted in the mobile and 100% accurate. nodes, real-time data collection application for quicker turnaround, enablement of key functionalities and portals that offered flexibility But no matter what your needs are, you can be rest assured our consumer portal to expand services beyond corporates to through on-the-go access leading to increased productivity, For those undergoing health screening, the appointment competencies and service delivery will increase your revenues, individuals, seamless access to engagement information reducing reduced response time and greater client satisfaction. Also native system offers the flexibility to schedule screening date and time improve productivity, reduce turnaround times and errors and emails and calls, enhanced laboratory interface to support bi- applications were developed for real-time data collection that conveniently. A device based approach to gathering patient data finally lead to greater satisfaction all around. directional data flow and a document management system to reduced human errors associated with paper based forms and means fewer errors and faster turnaround times for data analysis integrate business document sharing across different entities of improved turnaround time for patient report availability immediately and report preparation while the call center application resolves the application. after the event. issues, provides test results and addresses queries leading to Client Testimonial programs and events success. Critical to our success and competitive This project has been a fountain of innovations that has led to outcomes realized better data visualization and reporting, customer satisfaction, advantage has been our partnership with better ease of use, improved turnaround times, reduced errors and • Client revenues have increased year-on-year Technosoft. They have been instrumental in superior compliance. Some of them are 1) Google maps integration • Supported expansion and growth translating my vision into a reality namely the with radius search and superimposition of data pertaining to • Reduced turnaround time by upto 50% for each function industry’s pioneering and innovative wellness events location and health care professionals helps in decision through process re-engineering and mobile enablement ERP application that they helped architect, making for events execution 2) Integration with Google distance • Reduced human effort by nearly 80% through automation, develop, rollout and continue to innovate and address validation feature ensures against human errors and workflow and process re-engineering around. prevents issues that would arise from wrong shipping 3) First- • Unified view of data and business and better reporting for decision making and forecasting Technosoft has been an outstanding partner highly responsive to in-class appointment system application with SAML (Security • Functional workflow implementation for greater end-user and our rapidly changing business requirements and challenges by Assertion Markup language) based single sign off capabilities with end-client satisfaction and increased productivity being extremely nimble, focused and flexible in their approach. customizable logos and email templates for each client 4) Best- They have been an invaluable strategic technology partner over in-class logistics and shipment support through integration with the course of our evolution helping us embrace and adapt to UPS for online tracking of shipment 5) Well defined HL7 engine Subcontractors (who deliver health services) are more likely to we can help emerging technologies like mobility - a game changer for us. implementation for inbound and outbound processes ensures continue with our client as they can register for clinics, view their compliance to health standards for lab data and processing of schedule, submit invoices and get paid all through a streamlined The experiences gained from developing the Wellness industry’s I am confident that our partnership will continue to be a critical results. workflow. A comprehensive automation strategy allows the pioneering ERP platform means whatever your needs be it simple component of our winning strategy going forward. application to perform several tasks without human intervention application development to a more complex ERP style application This application has had a significant impact on the larger while alerting and reminding users to take action as and when development with several modules, Technosoft is well positioned to help you in your development, maintenance and feature ecosystem that comprises organizations, payers, providers required. Richard Penington and healthcare professionals. End clients now have access to enhancement requirements. President & CEO information on their programs and clinics via an online portal A roadmap of continuous feature enhancements is essential to eliminating the need for emails and phone calls while on-the-go maintain competitive differentiation and support new markets. Our mobility expertise means we can help you develop either access helps our client’s salesforce to be more responsive to Plans include architecture and infrastructure revamp to support native applications to offer your employees and clients 05
  4. 4. About Technosoft Technosoft Corporation is an IT and BPO services provider with headquarters in Southfield, MI, USA and delivery centers in India. We offer information technology, business process outsourcing and consulting services to companies in the healthcare, financial services and retail industries and the US local and state governments. Customers trust us to offer services and solutions that combine our technology acumen, business insights and delivery focus. Our culture and environment attracts and retains exceptional talent which is a key ingredient for our sustained growth. To see how Technosoft can go ‘Beyond Possible’ for your organizational needs , email us at or visit us at Corporate Headquarters Operations Headquarters 28411 Northwestern Hwy, 4th Floor, Unit 1, Suite 640 ITPC, CSIR Road, Taramani, Southfield, MI 48034 Chennai 600 113 Tel: (248) 603-2600 Tel: 91-44-4226 9999 Fax: (248) 603-2599 Fax: 91-44-4226 9900© Copyright 2012, Technosoft. All rights reserved. No part of this document may be reproduced,stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical,photocopying, recording, or otherwise, without the express written permission from Technosoft. Theinformation contained herein is subject to change without notice. All other trademarks mentionedherein are the property of their respective