Solution Spotlight

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.

Optisave Assesses IT Product and Services Utilization to Avoid Costly Contract Overages Optisave, LLC assesses clients’ IT hardware, software and telecom services to help optimize IT purchasing and support contracts for appropriate configuration, utilization and licensing requirements. For any organization, and especially businesses experiencing revenue challenges or unforecasted expenses, this often over-looked review can be a critical tool to avoid unnecessary costs. Optisave helps financial and IT purchasing decision-makers at large hospitals and healthcare systems to “right-size” their contracts to minimize costs. CASE STUDy Optisave, LLC worked with a large New England-based health system to review a software contract renewal which included perpetual licenses for 750 concurrent users. Before renewing the agreement, Optisave recommended the vendor provide a 12-month utilization report indicating the number of concurrent users utilizing the software on a monthly basis. After reviewing the report, it was determined that the number of concurrent users never exceeded 115 in any month. Optisave consulted with the stakeholder to understand future use of the software and recommended renewing the software agreement with a maximum of 150 concurrent users. This reduced the cost for the client by 80%. About Optisave Optisave provides comprehensive IT cost reduction & performance improvement advisory services. For nearly two decades, Optisave’s team of experts has completed hundreds of client engagements including thousands of individual initiatives for organizations across the nation. Optisave consultants have the experience and reputation of working with large organizations and top hospitals in the US. As technologists with roots in the healthcare industry, we provide significant benefits to customers with complex IT needs, in industries such as hospitals/healthcare, life sciences/pharmaceuticals, financial services, and manufacturing. For healthcare providers alone, our work has produced more than $1B in combined savings. Speak to Optisave for an IT Contract utilization review. Start reducing unnecessary overspending today!

Optisave provides comprehensive IT cost reduction & performance improvement advisory services. For nearly two decades, Optisave’s team of experts has completed hundreds of client engagements including thousands of individual initiatives for hospitals, health care systems and other IT- intensive organizations nationwide. Part and parcel of our extensive IT advisory services includes in-depth contract review for over 400 clients. Our experienced IT consultants offer an expert, detailed and time-saving review of IT contracts including pricing, terms & conditions, utilization, and length of term. Having reviewed thousands of contracts for our clients, we can guide purchasing and IT decision makers to enter the most favorable, best-in-class and cost-effective contracts that provide flexibility for changes to comply with organizational and/or regulatory environment. Optisave’s experts can help you save money and time, and reduce risk. These days when staff - including IT analysts and purchasing personnel - are stretched thin, our Optisave experts can be a critical part of the team. Optisave includes contract review as part of our comprehensive IT optimization advisory services. However, we can also provide this service as a stand-alone offering on a fee basis, appropriate for organizations with more limited IT advisory needs or resources. CASE STUDy For more than 3-years we have provided contract review services for a major Midwest academic medical center and health system, becoming a trusted partner of both the IT organization and the procurement group. We have been reviewing IT contracts for the purchase of hardware and software as well as maintenance contracts, support agreements and professional services. As part of the engagement, we’ve constructed a “Contract Playbook” which identifies best-in-class business terms and conditions for IT contracts as well as incorporating our client’s legal requirements. The results have been better agreements, quicker turnaround and, in some cases, reduced cost. Speak to Optisave today about IT Contract Review. Take advantage of our extensive IT contract and benchmarking knowledge.

Business Intelligence (BI) is the use of data by complex entities such as health systems or integrated delivery networks (IDNs), manufacturing, or financial services organizations to help make timely and appropriate business and operating decisions. The purpose of BI is three-fold: Descriptive – What happened in the past? Predictive – What is likely to happen in the future? Prescriptive – What course of action should we take? Key Elements of Business Intelligence: Data Repository - serves as a “single source of truth” (e.g., Epic or Meditech) with ability to connect third-party tools (e.g., Tableau) Data Consistency & Quality – fosters data trust and enables sharing of clinical/business knowledge Access to Data – ability for properly trained, authorized end-users to create reports to understand the business/clinical information of the organization. Effective Governance – ensures BI process is operating smoothly, communicates KPIs, and plans for future enhancements. What help does Optisave provide hospitals and other IT-intensive organizations to optimize Business Intelligence? Optisave provides valuable strategic advice and implementation guidance based on best practices in Business Intelligence, in these critical areas: Project Management Staffing/Training Process and Procedures CASE STUDIES Large nationwide hospital system: Moved BI function under IT Prioritized and implemented Physician Enterprise enhancements (Tableau connected to Epic First and incorporated Press Ganey) Developed and agreed upon BI IDB Charter based on go-forward observations Filled BI Leadership positions and developed staffing model and rollout plan that improves service levels Created self-service training & education/certification program Top-rated private non-profit teaching hospital in New England: Developed framework to reorganize and consolidate Business Intelligence Reporting (BIR) under IT Provided guidelines to build BIR charter based on go-forward observations Shared best practices to build optimal data repository including remediating existing information Generated strategy and rollout plan for BIR Project Management and Procedures Created BIR Dashboard Contact Optisave Today to assess your Business Intelligence approach, and to develop a strategy to leverage BI, minimize cost and maximize the success of your organization.

This year, more than ever, healthcare systems and other complex data and technology-intensive entities realized that IT is the essential glue binding all mission-critical operations and touching all parts of the organization. Optisave was engaged by 27 major health systems this year to help reduce cost, maximize IT efficiency and performance, and to create a sourcing frameworks for successful future IT purchasing and an improved financial position. Selected Successes With Comprehensive Cost Reduction Totals: Well known Texas-based academic medical center - $8M Major faith-based West Coast health system - $4M Large upstate not-for-profit New York hospital- $7M Key Focus Areas: Digital Transformation including movement to cloud, remote workforce, and Business Intelligence, etc Workforce Rationalization Microsoft Licensure Optimization, Cerner/Epic cost reduction, and ERP selection. Client Devices/Network Equipment Sourcing Carrier Services Optimization On The Rise: Business Intelligence BioMed Integration Artificial Intelligence Digital Front Door Cyber Security

Optisave’s Margin Improvement Methodology Recognizes IT as Essential “Glue” enabling Critical Operations IT is the GLUE which holds together the operations at hospitals and other complex organizations. It provides technologies and services that enable up-to-the-minute information, accurate and reliable communications, and protection of sensitive data. Information Technology (IT) impacts every area of a health system, from keeping the lights on, to break-fix, to implementing new initiatives.

At a time when organizations are investing significantly in digital hardware and infrastructure, the cost of printing documents remains a significant expense – and one often overlooked. The business model where everyone has their own dedicated device and everything gets printed doesn’t sense make in today’s business environment. Among the many factors that drive this expense include:  What is being printed? Should it be printed? How is it being printed? Where is it being printed? Some of our client successes include: Multi-campus regional health system in South Central US Savings impact: 18% Levers: Consolidation of managed print service providers, alignment of contract rates to market competitive levels, device fleet standardization Large non-profit healthcare system in the Northeast Savings impact: 13% L evers: Device fleet standardization, device consolidation, alignment of vendor costs with customer fee structure Regional medical center in Southeast Savings impact: 38% Levers: Inclusion of single and multifunction devices under a managed print agreement, alignment of contract rates to market competitive levels, device consolidation Regional medical Center in Upper Midwest Savings impact: 36% Levers: Consolidation of managed print service providers, inclusion of single and multifunction devices under a managed print agreement, alignment of contract rates to market competitive levels, device fleet standardization, device consolidation Contact Optisave today to learn more about potential cost reductions and efficiencies related to print management. Start realizing significant savings now.

Organizations not periodically reviewing their software licensing and utilization run the risk of falling out of compliance with vendor agreements or overpaying for support, both potentially costly problems. Software vendors have the right to conduct periodic audits with customers and frequently do. Companies which fall out of compliance may face harsh penalties such as: Back support and subscription payments Reinstatement fees Elimination of discounts Making sure your license inventory and utilization are fully compliant and accurate is very important. Conducting a software compliance “Health Check” is the best way to minimize risk. For more than two decades, Optisave’s software compliance and utilization assessments have resulted in typical savings between $200K and $1M for hundreds of customers. CASE STUDIES: A top tier Southwest healthcare provider was overpaying for Microsoft licenses by not optimizing license types to business workflows, creating nearly a $1 million annual overpayment of license fees. A large global automotive parts manufacturer preparing to renew a Microsoft agreement reduced annual costs by over $600K per year after optimizing their license model. A large regional utility adding applications that required Oracle Database software restructured their virtual environment, resulting in a $500K per year reduction in license requirements. For a Nevada health care provider, reorganizing how Oracle software was deployed in server farms, reduced license requirements and lowered costs by over $200K per year. This type of server optimization is often overlooked. Contact Optisave today to set up a software compliance “Health Check” for your organization. Start realizing significant savings now.