With time running out and their clients’ health at stake, this company tasked SUMO with injecting new life into an old scheduling system.
THE CHALLENGE:
- How can we effectively deliver our medicines?
- How can we organize and align several departments?
- How can we consistently meet the needs of every patient?
For a multinational research-based biopharmaceutical company, time was running out. Solutions to these questions seemed unattainable, and the systems were flawed.
Simply put, the client’s nurses responsible for meeting with patients and distributing the company’s medicines were using an archaic scheduling system.
Booking appointments via phone calls and managing them through an overstuffed Excel spreadsheet was leading to miscalculations and inaccurate delivery data.
Critically, human error and faulty data processing could result in incorrect deliveries for clients who needed specific medicines in specific dosages, putting their health at serious risk. Facing this critical issue, the client reached out to SUMO to revitalize their entire scheduling system.
THE OBJECTIVES:
SUMO conducted a thorough analysis of the client’s operations, and focused on the following areas of improvement:
- Enable customers to self-schedule appointments directly with nurses
- Provide various appointment types to meet each customer’s needs
- Ensure specific field values for each medicine’s guidelines
- Create additional records automatically once an appointment is booked
- Guarantee security for sensitive customer and company data
THE SOLUTION:
First and foremost, as a Salesforce native application, SUMO assured top-tier data security, HIPAA compliance, and seamless integration with the Salesforce platform.
With the client’s data-related concerns secured, SUMO implemented a scheduling platform focused on efficiency and customer service.
SUMO achieved this through the following:
- Customers could now self-schedule appointments through the client’s website and email, while retaining the option to book them through phone.
- Customers could instantly book appointments in-person, online or via conference. Both customers and nurses were informed about the appointment through SUMO’s Remider Engine.
- SUMO’s Assignment Engine assigned a duration to each appointment type while maintaining specific branding guidelines for each medicine, making it easier for customers to choose what they needed.
- To keep all departments on track, a trigger was put in place to create additional records once an appointment was booked.
- Nurses could view all available and scheduled appointments in an automated Multi calendar, rather than manually typing data into an Excel sheet.
THE RESULTS:
SUMO’s new scheduling solution provided the client with bank-grade security measures, ensuring the level of protection required for critical healthcare data.
The client’s data was stored securely within the Salesforce environment and protected by strong firewalls.
The self-scheduling streamlined the client’s appointment scheduling process, and reduced manual errors.
Patients could now make appointments that fit their schedules, and nurses became more productive as they no longer had to handle constant calls. Furthermore, the Multi-calendar now allowed nurses to view all appointments in a unified calendar and manage them efficiently.
SUMO’s Assignment Engine matched customer needs to the right medicine, allowing orders to be placed directly with nurses, saving time and effort.
Finally, the Reminder Engine helped both customers and nurses prioritize their meetings, ensuring consistency and punctuality.
THE FUTURE:
Prior to SUMO’s solution, appointment scheduling was a major issue for the client, relying on an error-prone system that could critically affect the customer’s health.
Now, the biopharmaceutical company can focus on providing excellent healthcare to patients across the United States, while trusting SUMO’s solution to assist them with their scheduling needs at every turn.
