Legacy Health Record Archival
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White Paper: Driving Transformation in a Legacy Healthcare Data Firm Through Process Optimization and Technological Innovation
Note: All organization and personal names are anonymized to maintain confidentiality.
Where we started
Wildemont collaborated with a legacy healthcare data firm to improve their inward- and outward-facing communication. This partnership prioritized process optimization, amplified product and service innovation, and client education.
Process Optimization and Change Management: Following a comprehensive Basecamp exercise, Wildemont led team leads in a holistic revision of the firm's cross-departmental processes. We started with a comprehensive analysis of the sales team's Key Performance Indicators and worked closely with sales operations to 1) incorporate more relevant metrics and 2) foster a more robust culture of data collection and reporting. This exercise marked a significant shift from a static tracking system to a more dynamic, informative, and efficient model, ultimately enabling the team to monitor progress and address challenges more effectively.
We further performed an exhaustive audit of the company’s document management sytem and developed a plan to migrate data to a cloud storage system. This new, more secure platform ensures structured, accessible, and integrated data storage, which were previously hampered by VPN and shared drive limitations. The cloud-based system now enables seamless integration with Office 365 applications, fostering improved collaboration across teams.
Sales Process Innovation: Recognizing the inefficiencies in handling sales team requests, Wildemont introduced a new, Teams-based communication channel and a ticketing system to facilitate more efficient handling of requests related to client demonstrations, timeline generation, and proposal preparation. Additionally, we led the development of two key sales tools: an ROI calculator and a prospective timeline generator. These changes were developed and integrated in close collaboration with the firm's teams, and they have proved instrumental in enhancing sales processes and customer satisfaction. In the months since their release, the organization has marked a significant improvement in cross-department communication, resulting in streamlined processes and a substantial increase in responsiveness to the sales team's needs.
Development of a Client-Centric Learning Management System (LMS): Wildemont took the lead in the development of an end-to-end client engagement and education portal in the form of a third-party Learning Management System (LMS). The LMS aimed to bolster pre-sales coaching modules with impactful video content and support for product demonstrations. In collaboration with the firm's internal teams, we created a proof of concept and developed the resources needed to elevate the sales process and address clients' concerns more effectively. This new LMS portal has brought a twofold benefit - enhancing client engagement and providing support to the firm's own teams in managing client relations and system maintenance.
Enhanced RFP Response Process: Wildemont's expertise in process management was instrumental in revamping the RFP response process. The RFP process presented a unique opportunity for improvement. By leveraging a robust third-party solution and native tools to foster cross-team collaboration, we established a standardized timeline for all RFP responses that met the needs of all stakeholders. Our work with the firm's sales ops and delivery teams and their receptiveness to change were pivotal in this transition, facilitating a shared understanding of challenges and the successful execution of changes. The revamped RFP process has significantly reduced confusion and improved cross-team coordination.
Internal Knowledge Management: Wildemont initiated a comprehensive process to enhance the firm's internal knowledge management system, leading to the development of an internal knowledgebase (KB) integrated within the firm’s previously established cloud-based document storage system. We worked closely with subject matter experts across departments to gather diverse perspectives and tailor the KB to cater to various team requirements. The KB has become a central repository for critical information, fostering collaboration, streamlining knowledge sharing, and promoting organizational alignment.
