Optimizing Vaccine Onboarding Processes for GPOs and PBGs
The Challenge
- A Fortune 50 biotech company aimed to ensure prompt flu vaccination delivery for new and existing customers during peak flu season onboarding.
- Broken processes lacking feedback loops and proper handoffs affected invoicing, data integrity, and regulatory compliance. The absence of end-to-end testing worsened these issues, prompting a strategic overhaul to improve operational efficiency.
The Approach
- Managed customer onboarding, optimized data validation for GPOs and PBGs.
- Addressed broken onboarding processes impacting invoicing, data integrity, and compliance.
- Utilized Reltio, CRM, and Salesforce for master data management.
- Replaced fragmented email communication with structured Jira tickets
- Implemented Kanban board for stakeholder visibility.
The Results
- Reduced onboarding time from 14 days to 5-7 business days, improving efficiency by 50%.
- Automated processes decreased manual handling time from 72 to 48 hours.
- Enhanced productivity with additional resource support, successfully managing 320 customer files ranging from 50 to 150,000 customers.