IT Contract Utilization Assessment

Contact Centers play a crucial role in achieving superior customer service . This may include Digital Front Door, Internal Help Desk, and all other communications contacts, internal or external to the organization, inbound, outbound, or blended. Digital Front Door is a top, evolving priority in customer-facing organizations. For health systems, enabling capabilities such as Digital Symptom Checker, Online Appointment Scheduling, Provider Search, Patient Intake Technologies, Virtual Waiting Rooms, Telehealth Visits, and Digital Billing are now prevalent. Optimization of the Contact Center IT backbone - solution selection, and related workforce planning - is key. Since 2001, we’ve worked with top healthcare systems to assure vendor solutions and IT infrastructure meet their requirements and maximize value. Optisave, with its best-in-class processes and market intelligence, partners with clients to manage the Request for Proposal (RFP) process for Contact Center solutions, from solution identification and team formation to contract execution. We deliver strategic sourcing, competitive pricing, ideal contract terms, and workforce assessment and rationalization. Whether managing an immediate purchase or working long term with C-Suite, IT, and Supply Chain decision makers to develop a Contact Center Management strategy, involving Optisave is highly advantageous, saving time, resources, and money, and maximizing customer satisfaction. CASE STUDY Situation: A large western healthcare system sought to address their digital front door strategy to create a consistent customer interface across their broad network of facilities. A self-service scheduling and bill pay solution was already under deployment. Optisave was then engaged to specifically source a contact center primary point of interface solution. This was part of an overall engagement which identified $4M in annual client savings. Optisave Involvement: Documented service requirements and key systems for integration Managed vendor evaluation and selection process Negotiated vendor agreement Aligned selected vendor solutions with current/anticipated requirements Benefits Achieved: By developing a Contact Center solution for the client, Optisave provided significant value improvement to patients and a simplified operation: Reduced customer wait times Streamlined process across system locations Enhanced functionality for workforce management and optimization  Speak to Optisave today to discuss ideal Contact Center solutions for your organization.

Optisave’s integrated advisory services provide solutions to key IT issues challenging organizations today. With consolidation and reorganization in complex industries such as healthcare, manufacturing and financial services, an important, yet often overlooked factor is how to optimize IT products and services after organizational transition. Our experts partner with IT, purchasing, and financial decision makers to assist organizations grappling with how to consolidate IT services, applications and staff after acquisition, merger, divestiture or spin-off. CASE STUDIES Merger: Spearheading Complex IT Integration of Two National Home Healthcare Companies When the nation’s second and third largest home health care companies merged their combined 700 locations and 30,000 employees, they called on Optisave to guide the way. Working with company leadership, Optisave helped the new entity realize $5M in savings . Developing IT integration plans Integrating IT workforce to reduce redundancy and maximize talent pool Unifying divergent email systems Identifying Significant Savings and Efficiencies after Merger of 100+ Hospitals, creating one of the nation’s largest Catholic Health Systems Optisave helped integrate the products, services, and contracts of the new mega-health system, identifying $20M annual savings . Our team worked with the resulting entity’s IT and supply chain leaders to optimize IT services such as Microsoft, IBM Hardware/Software, and 3M medical coding tools. Divestiture: Building Autonomous IT Structure for Newly Independent Alaska Hospital After an Alaska hospital decided to divest from a major regional healthcare system to maintain more local control, Optisave provided invaluable guidance. Our consultants helped renegotiate over 100 IT contracts as they transitioned to independent operations. These included agreements with vendors such as Cerner, Microsoft, Infor and more.  Is your organization is undergoing M&A or other major organizational change? If so, Contact Optisave today.  We can review IT impacts and recommend best practices for YOUR success.