Customer Solution Case Study
/ / Indian Outsourcing Company Grows Business with Integrated Solution and Enhances Data Security
Overview
Country or region:India
Industry:Business process outsourcing (BPO)
Customer Profile
Silver Lining is a BPO that supports Baxter Healthcare with its renal patient management through its contact center for them to service the critically ill patients. It employs more than 100 skilled professionals. It is headquartered in Delhi.
Business Situation
Silver Lining was using third party solutions to manage data and the business. This was a time consuming repetitive process and used human resources which resulted in errors and high operational cost.
Solution
Religare Technova, a MicrosoftCertified Partner, implemented Microsoft® Dynamics™ CRM 3.0 SBE to streamline processes, centralize data and ensure security.
Benefits
Secures confidential patient information
Faster response time saves lives
Improves customer service
Timely and accurate follow-ups
Streamline business processes / “With the deployment of Microsoft Dynamics CRM, Silver Lining for Baxter Healthcare maintains the most stringent standards of data and document security and sped up the response time of processing data.”
Naveen Gulati, Director, Silver Lining
Silver Lining’sbusiness process outsourcing operations support Baxter Healthcare exclusively. It manages and maintains a call centre for to service the critically ill patients. With the help ofReligare Technova, a Microsoft®Certified Partner,Silver Lining deployed Microsoft® Dynamics™ CRM 3.0 SBE (Small Business Edition) to collaborate, manage stringent data requirements, enhance data security, streamline processes and ensure high level of customer service.
Situation
Silver Lining, established in 2003, envisions to become a leading Knowledge Process Outsourcing (KPO) in the field of voice and non voice space, catering specifically to domestic large corporate and doing specialized work for the international organizations. It is headquartered in New Delhi and employs more than 300highly skilled and experienced personnel. It is now known as Open Mind Services Limited.
Silver Lining BPO operations support Baxter Healthcareexclusively for renal therapies. Baxter Healthcare, a leading global healthcare provider, offers healthcare support to renal (Peritoneal dialysis) patients. It focuses on assisting people with various medical conditions such as hemophilia, cancer, immune disorders and renal therapies. Silver Lining manages and maintains a call center for Baxter Global to service critically ill patients.
Silver Lining BPO for Baxter started a unique concept in India to give healthcare support to renal Peritoneal Dialysis patients. A detailed database of all the patients on the basis of the seriousness of their condition has to be maintained. This includes details such as patients’ names, doctors’ names, their clinical managers, treatment givento them etc. Also, information pertaining to follow ups and in bound calls for each patient has to be tracked along with patient profile (e.g. new, normal, high risk) with complete medical investigation and test results.
The agents need a single view of all the information about a patient, irrespective of the channel through which they make contact. Another key necessity was to provide automated emergency situations and various business workflows so as to ensure best pre and post hospitalization support to patients and doctors.
The existing system at Silver Lining did not fulfill the requirements of centralized database management of all patients.
As the applications were not integrated, employees had to spent time on repetitive tasks and were still not able to track information accurately
Solution
Silver Lining wanted a solution that can fulfill all its requirements and give easy access to information along with the unquestionable data security. After assessing many solutions, it reached the conclusion that Microsoft® Dynamics™ CRM 3.0 Small Business Edition (SBE) is most suited to fit the requirements.
“We looked at several solutions available in the market but chose Microsoft Dynamics CRM 3.0 SBE because its modules would integrate easily with our existing IT infrastructure and applications. It was easy to use from the employees’ point of view; and we were impressed by the level of data security possible,”says Naveen Gulati, Director
Silver Lining wanted tocreate an integrated environment to ensure free flow of data from the repository to the required application while satisfying the strict data security conditions as per Baxter guidelines.
Religare Technova, a Microsoft Certified Partner was chosen to customize and implement Microsoft Dynamics CRM 3.0 SBE.
The first two phases of implementation were completed in July 2007. The solution was implemented at New Delhi for Baxter Global operations team for India as well as the employees of Silver Lining.
Microsoft Dynamic CRM 3.0 SBE has been used to automate Baxter’s domestic and international patients covered under a program called ‘Baxter We Care’. The business process provides extensive customer service to patients across the world using Dynamics CRM. The solution has been customized to adopt business practices from the program such managing patient profiles in a centralized database which is updated regularly with the patients latest test results, recent hospitalization and other patient care related information.
Data security which was a key imperative of the solution has also been addressed in Dynamics CRM.user level data and security access at user level, business unit level,parent child level and organization level can be mapped as per the organization structure.
Benefits
Microsoft® Dynamics™ CRM 3.0 provides a 360 degree view of the patients’ history and current condition along with doctors’ details and treatments. The deployment has resulted in not just streamlined business processes; but also an immediate increase in efficiency and reduction in costs.
SecuresConfidential Patient Information
Silver Lining is completely confident of the data security provided by Microsoft Dynamics CRM. This was of utmost importance for the patients and Baxter Global. “We maintain the most stringent standards of data and document security and Dynamics CRM has boosted up our confidence that there can never be any leakage of information”, says Praful Arya, IT Head
Faster Response Time Saves Lives
Quick response time is absolutely necessary to save patients lives during emergencies and also to avoid situations from becoming emergencies. Dynamics CRM has again helped by increasing the speed at which we process requests for information. “Our agents have access to all the medical records, whether they are contacted by phone or email,” saysRakhi, Director (Process). “Every minute we save enables us to help another patient or emergency situation. This is what can help us save a patient’s life”, she reiterates.
Improves Customer Service
The company’s improved processes quickly made it more competitive. “By deploying Dynamics CRM, we have been able to remove all the time lags and this has resulted in improved customer satisfaction,” says Rakhi, Director (Process)New features such as prescription tracking, are extremely helpful, especially for the elderly patients and has been widely appreciated.
Timely and Accurate Follow-Ups
New, high risk and old patient are given periodic follow up calls in a month in addition to mandatory calls which get auto generated based on business workflows. “It was impossible to track, regulate and ensure follow ups of thousands of patients and doctors unless there is a systematic tool to manage the process. Dynamics CRM has enabled us to improve our follow ups from XX percent to YY percent, says Rakhi, Director (Process).
Streamlines Business Processes
Silver Lining has improved its workflow and processes dramatically with its new, integrated business management solution.
About Religare TechnovaLtd.
Religare Technova is the umbrella identity for the IT businesses of a large diversified Indian transnational business group. The companies under Religare Technova’s umbrella are Religare Technova Global Solutions (formerly Asian CERC and Capital Market Solutions), global leaders in providing Enterprise Software Solutions to the Capital and Financial markets; Religare Technova IT Services Limited, which provides Enterprise IT Solutions and Religare Technova Business Intellect Ltd, which provides Knowledge Management Solutions.
Currently with over 1500 employees and offices in over 10 countries, Religare Technova is poised to be a leader in the global IT space. Religare Technova delivers a broad portfolio of information technology and business process outsourcing solutions to clients in key verticals such as Banking and Financial Services, Insurance, Capital Markets, Healthcare, Manufacturing, Automotive and Steel amongst others.
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Microsoft Dynamics
Microsoft Dynamics is a line of integrated, adaptable business management solutions that enables you and your people to make business decisions with greater confidence. Microsoft Dynamics works like familiar Microsoft software such as Microsoft Office, which means less of a learning curve for your people, so they can get up and running quickly and focus on what’s most important. And because it is from Microsoft, it easily works with the systemsthat your company already has implemented. By automating and streamlining financial, customer relationship, and supply chain processes, Microsoft Dynamics brings together people, processes, and technologies, increasing the productivity and effectiveness of your business, and helping you drive business success.
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