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MedicAlert Foundation

MedicAlert Foundation. Realizes Immediate Results with Oracle CX . Agenda. Introduction Speakers Company Overview How Bad is the Problem? The Challenge The MedicAlert Legacy Model What did we do to Solve the Problem? Define Business Objectives Software and Partner Selection

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MedicAlert Foundation

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  1. MedicAlertFoundation Realizes Immediate Results with Oracle CX

  2. Agenda • Introduction • Speakers • Company Overview • How Bad is the Problem? • The Challenge • The MedicAlert Legacy Model • What did we do to Solve the Problem? • Define Business Objectives • Software and Partner Selection • Oracle Solution • eVerge Implementation Methodology • Benefits / Future Roadmap • Lessons Learned • Q&A

  3. Speakers • Karen Lamoree • MedicAlert Foundation • Chief Operating Officer (COO) • David Winslow • eVerge Group • Director CX Practice

  4. About MedicAlert Foundation • MedicAlert Foundation® is a 57 year old charity that provides 24/7 emergency response services which relay medical and person information to first responders on behalf of their members. • MedicAlert pioneered the medical ID bracelet and created the Emergency Medical Information Record® (EMIR) with the American College of Emergency Physicians (ACEP). • For the first 56 years, MedicAlert provided a single membership type. Medical IDs were limited to bracelets and manufactured onsite. • MedicAlert also provides emergency responder education as well as support and training.

  5. About eVerge Group • Founded in 1993 • Based in Dallas, Texas (Plano) • 1,000+ successful implementations • Focused on delivering business value • Committed to customer satisfaction • Impeccable customer references

  6. Solutions and Services eVerge Group Offers a Full Range of Solutions and Services • Solutions • Customer Experience • Business Intelligence • Enterprise Resource Planning • Master Data Management • Fusion Applications • Services • ImplementationServices • Software Upgrades • Assessments • Change Management • Ongoing Support Services INTEGRATION

  7. Customer Relationship Management eVerge Group has been recognized by Oracle as an industry leader in the development of Siebel CRM solutions for medium and large organizations. AREAS OF EXPERTISE INCLUDE: PRACTICEHIGHLIGHTS • Fusion CRM • Field Service • Sales • Contact Center • Marketing • Partner Relationship Management • CRM OnDemand • CRM practice established in 1998 • CRM consultants average over 8 years experience • Over 500 successful CRM Implementations • Focus only on Oracle/Siebel CRM • 4 Titan Awards and 5 “Honorable Mentions” for CRM • Leader in Fusion CRM • eVerge Group is also a customer/user of Siebel CRM

  8. Business Intelligence eVerge Group has been a pioneer in deploying Oracle Business Intelligence to large/mid-size corporations, enabling them to consolidate data from various sources and present it in a manner that is customizable to each user. AREAS OF EXPERTISE INCLUDE: PRACTICEHIGHLIGHTS • Sales Analytics • Financial Analytics • Service Analytics • Marketing Analytics • School Performance Analytics • HCM Analytics • Custom Analytics • Reporting / Analysis • 10+ years experience with product suite • Over 200 successful OBIEE projects • Consultants average 6 years experience with OBIEE • Recognized by Oracle with a Titan Award and an “Honorable Mention” for excellence in OBIEE implementation • Experience across all client sizes and most industry verticals • Oracle BI Pillar Partner for Public Sector

  9. Master Data Management (MDM) eVerge Group has proven Master Data Management (MDM) methodologies and consultants that deliver information management thought leadership: • MDM Readiness Assessment, Strategy Development and Oversight Services • Data Quality Profiling and Assessment Services • Data Model Gap Analysis Services • Comprehensive MDM Implementation and Improvement Services

  10. The Challenge • Suffer from a lack of relevance to consumers – which led to declining revenues • Need to increase capabilities for attracting and servicing new and existing members • Need to provide additional membership options, products, services, and interoperability • Replace the legacy IT systems • Drive organizational change • Small MedicAlert IT staff with limited resources

  11. MedicAlert Legacy Model • Only provided one type of membership • The business processes were enabled via a custom system that was built for Y2K. The system challenges included: • Inflexible and limited to one membership type • Required 18 hours/day to transfer the business data to the financial system • Over 200 workarounds for the contact center • Limited amount of personal and medical data • Customer history was non-existent • Disparate or lack of business systems for donor management, marketing and reporting • No campaign tracking • No automated or personalized contact with customer • No ability to receive medical information from health care providers

  12. Business Objectives • Offer a suite of membership types, products and services • Provide a 360 degree view of the customer (e.g. member) – to include their complete history of all interactions. • Leverage an integrated CRM and ERP system with reporting and analytics to enable the following: • Consolidate medical and personal information into a single customer profile • Donor management and rapid marketing campaigns • Unlimited search capability • Quick integration solution for MedicAlert business partners • Scalability to handle international affiliates, multiple vendors and distribution channels • Full integration with MedicAlerteCommerce website

  13. Software Selection • MAF identified and prioritized requirements and desired functionality • The criteria for the evaluation included: • positioning for future revenue generation • proven integration capability • ‘configure not custom’ • strong security • ability to integrate to and store health information from multiple data sources • Discussions and discovery meetings reduced over 40vendors to 28 • Vendors were evaluated and rated on capability and functionality, and after multiple demonstrations, 3 viable candidates remained • Vendor references were checked and lastly the vendors presented demos tailored specifically to the MedicAlert business processes

  14. Implementation Partner Selection eVerge Group • Experienced Consultants • More Efficient Project Teams • PrecisionFit® Methodology • Commitment to Client • Strong Customer and Oracle References

  15. eCommerce Portal The Oracle Solution ATG Chat Siebel CRM MDM Right Fax Call Center Account / Contact Mgmt Marketing Data Quality MS Exchange Lead / OpptyMgmt Quote / Order Mgmt Address Hygiene Contracts Oracle Access Manager Email Response CTI Product Configurator Fusion Middleware Partners & Groups International Affiliates Healthcare Providers Oracle EBS Mobile Sales Analytics Service Analytics Oracle Analytics

  16. eVerge Implementation Methodology Active User Involvement Inception Elaboration Construction Transition Iterative Prototyping Project and Change Management Knowledge Transfer eVerge Group’s PrecisionFit® Methodology Four-phase process derived from industry-standard Unified Process • Inception - Discovery and Project Planning • Elaboration - Detailed Requirements/Design with Iterative Prototyping • Construction - Development with Iterative Prototyping • Transition - Testing, Training, Deployment and Post Support

  17. Iterative Prototyping Prototyping Guiding Principles: • Don’t have any conversations about Requirements or System Design unless you are in front of the application • Have formally designated user representatives (Subject Matter Experts) from all levels of the user community involved in each of these conversations and prototypes  

  18. Benefits / Future Roadmap • Ability to provide multiple membership options tailored to fit the needs of their members • Expanded services and product offerings (30+), including integration with GPS products and mobile technology • Additional services led to a 9% increase in revenue • Increased data integrity while decreasing data entry time by 30% • Increased membership sales through partner channels and grew to over 1200 groups • Provide a unique global identifier and handle over 10 million personal healthcare records • Increased security of health records and personal information, meeting all standards • Scalability to launch globally

  19. Lessons Learned • Executive level support and involvement • Focus on organizational and cultural change management • Over Communicate – to key stakeholders and partners • Leverage senior skilled and experienced resources • Implementation of robust project management controls • Leverage proven implementation methodology (and iterative prototypes) • Invest in testing and training

  20. Q&A • Karen Lamoree • MedicAlert Chief Operating Officer (COO) • Phone – 602 799 4735 • eMail – klamoree@medicarlert.org • David Winslow • eVerge Group Director CX Practice • Phone – 407 808 0178 • eMail – winslowd@evergegroup.com • Joe Stevens • eVerge Group Account Executive • Phone – 972 741 7365 • eMail – stevensj@evergegroup.com

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