Case Study

Background

A leading provider of bedside diagnostics, laboratory services, and hospice care to almost 14,000 post-acute care facilities was experiencing poor service levels and high operating costs across its operating footprint. Businesses were managed differently across regions due to different processes and technology resulting in inefficiencies, customer dissatisfaction, and lack of scalability for future growth.

Solution

An assessment was conducted across 3 regions. The team developed value-stream maps, conducted interviews with key stakeholders, performed in-depth call center data analysis, and determined key insights and recommendations. Those included workflow optimization, forecasting models around staffing and scheduling, additional KPIs, and personnel training and career paths.

Results

The quick win savings was estimated at $1.3M from overtime reduction, productivity increases, and efficiency improvements. Additional longer-term improvements were identified by transferring non-order related calls to a third party and through economies of scale achieved by combining call centers.

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