Streamlining Patient Communications and Reducing Labor Costs
The Challenge
- A Fortune 50 Health & Wellness company with over 3400 vision centers had associates manually call patients about their order statuses, a time-consuming and inefficient process costing $6.1 million annually in labour.
The Action
- Led the implementation of SMS technology (immobile) for key messages like “Ready for Pickup” and “Pickup Notifications” with Cisco and Walmart stakeholders.
The Approach
- Assessed the project’s state and challenges through stakeholder interviews and documentation review.
- Implemented PM Solutions: defined project scope, objectives, and deliverables, maintained schedule, mitigated risks, resolved issues and provided weekly status reports to team and leadership.
- Established cutover, rollback, and deployment plans, ensuring a successful launch through meticulous planning and execution, enabling field communications and securing buy-in.
The Results
- Successfully rolled out SMS technology to 3400 stores in 6 months.
- Year 1: Reduced average pick-up time to under 3 days, repurposed $2.3 million in labour costs to patient care.
- Year 2: Maintained 3-day pick-up time, repurposed $7.7 million in labour costs to patient care.