Faced with many challenges related to data and processes, this healthcare client sought to leverage specialized automation expertise to address its operational hurdles. Its data challenges included difficulties in connecting and synchronizing data silos across systems and applications, integrating diverse software applications, ensuring seamless communication and data flow between applications, and obtaining real-time access to critical data and insights.
The challenges extended beyond just technical aspects. The client required streamlined and automated workflows to enhance operational efficiency and minimize manual intervention. Additionally, it aimed to optimize and improve specific business processes (HR, payroll, client services, and billing) to boost productivity and achieve superior performance across departments.
Recognizing the complexity and long-term nature of these challenges, the client partnered with Concentrix to implement robotic process automation (RPA) and integration-platform-as-a-service (iPaaS) solutions for automated data synchronization. This collaboration aimed to expedite market delivery and improve data quality, achieving key outcomes such as:
In the journey towards automation, we identified the need to dismantle the barriers between the client’s various systems to foster seamless communication and bolster operational efficiency. What stood out was the extent to which the client’s business relied on manual maintenance and synchronization of data across multiple customer relationship management (CRM) and enterprise resource planning (ERP) platforms. These processes were time-intensive and prone to errors. Ensuring data consistency and coherence demanded substantial time investments, highlighting the need for a more efficient and precise solution.
The initial step involved integrating Salesforce, the cornerstone of the client’s CRM strategy, with its procurement platform and ERP system. By establishing bidirectional data flow between these critical systems, the client gained real-time visibility into sales pipelines, procurement processes, and financial transactions. Further integration with its electronic billing and payment vendor streamlined payment processing, enhanced cash flow management, and fostered greater financial visibility.
iPaaS integration with a multi-cloud data warehouse empowered the client to harness the power of data analytics, unlocking actionable insights to drive strategic decision-making. Meanwhile, seamless help desk connectivity enhanced customer support operations, enabling swift resolution of inquiries and complaints.
As the client solidified its internal infrastructure, we managed the integration between its applicant tracking system (ATS) and streamlined recruitment processes, enabling HR teams to efficiently onboard nurse practitioners and expedite onboarding procedures. With Concentrix’s agile integration framework, the client seamlessly integrated identity and access management, strengthening cybersecurity protocols while enhancing collaboration among employees. Moreover, integration with HR systems enabled smooth workforce management, ensuring optimal resource allocation and alignment with strategic objectives.
As the project progressed, and the client’s data ecosystem expanded, integration with a data lake empowered the client’s data scientists to harness vast volumes of information, spurring innovation and driving competitive advantage. Additionally, connectivity with a learning management system (LMS) facilitated employee training and development initiatives, empowering teams to acquire new skills and adapt to evolving market dynamics.
Through Concentrix’s strategic orchestration of these integrations, the client fortified its operational foundation, paving the way for sustained growth and innovation in the digital era.
“Our new CIO has started asking for nominees who are doing an outstanding job. This includes contractors. I nominated Concentrix since the team has done so much work in onboarding new folks on the team and providing technical guidance to make sure we meet the project timelines, all while continuing to manage the ongoing support.”
– Client Director, Data Platform and Services
$8.5 million in net total savings
79% return on investment (ROI)
78% increase in productivity rate
5X acceleration in automating the new system
60% reduction in time to market
