About MHR

Managed Healthcare Resources (MHR), Inc., a Michigan-based healthcare consulting firm, faced challenges with manual processes and disparate applications hindering their sales, onboarding, and billing operations. By implementing and optimizing various Zoho applications, MHR achieved an increase in efficiency, reduced manual data entry, and gained a unified and automated system for managing client relationships and projects.

The Client:

Client Name: Managed Healthcare Resources (MHR), Inc.
Client Location: Southeast Michigan, USA
Industry: Healthcare Consulting
Business Model: MHR provides expert consulting services to healthcare organizations seeking NCQA accreditation. Their consultants act as knowledge brokers, guiding clients through the complex accreditation process. They offer hands-on support, personalized guidance, and a suite of resources including training, templates, and tools.

The Problem or Business Need

MHR relied on a patchwork of applications like Excel, Word, and OneNote to manage their operations. This resulted in:

Inefficient Sales Process: Tracking leads and opportunities was cumbersome and lacked visibility, making it difficult to manage the sales pipeline effectively.

Cumbersome Onboarding: Assigning consultants to clients and tracking project progress was manual and lacked transparency, leading to confusion and potential delays.

Disconnected Communication: Emails were stored separately from client records, requiring time-consuming copying and pasting, increasing the risk of miscommunication and delays.

Manual Billing Processes: Creating projects and invoices involved manual steps, leading to delays in invoicing and potential revenue leakage.

Limited Time Tracking and Project Management: Legacy time tracking and project management capabilities were limited, requiring the entire team to access sensitive financial data and hindering efficient task management and reporting.

Scattered Survey Data: Client survey results were not integrated with CRM records, making it difficult to track feedback and measure client satisfaction.

Evaluation of the Problem

To address these challenges, a comprehensive evaluation of MHR’s existing systems and processes was conducted. This included:

In-depth Interviews: Consultants, sales personnel, and management were interviewed to understand their workflows, pain points, and requirements.

Process Mapping: Data architecture diagrams and workflow diagrams were created to visualize the flow of information and identify bottlenecks.

Wireframing: Wireframes were created to illustrate the proposed user interface for the Portal and other integrated applications, ensuring a user-friendly and intuitive experience for MHR staff and clients

Solution Design: Mockups and prototypes were developed to demonstrate how Zoho applications could be customized to meet MHR’s specific needs.

The Proposed Solution

The proposed solution leveraged Zoho’s suite of cloud-based applications to create an integrated system for MHR. This included:

Zoho CRM: To centralize client data, manage leads and opportunities, automate sales processes, and track client interactions.

Zoho Projects: To create projects automatically from closed deals, assign tasks to consultants, track progress, manage project timelines, and accurately track consultant time spent on each project. This time tracking data seamlessly integrates with Zoho Books for accurate billing.

Zoho Books: To automate invoice creation, track payments, and manage financial records, with time tracking data flowing directly from Zoho Projects for accurate invoicing.

Zoho WorkDrive: To provide a secure, centralized repository for client documents and onboarding materials.

Zoho Campaigns: To nurture leads and engage clients with targeted email marketing campaigns.

Zoho Meetings: To conduct online meetings and webinars with clients, with attendance data automatically logged in the CRM.

Zoho Surveys: To gather client feedback, with survey results integrated into CRM records for easy access and analysis.

Zoho Sign: To streamline contract signing with electronic signatures.

Zoho Social: To monitor client interactions on social media and engage with them on platforms like LinkedIn.

Implementation

The implementation was conducted in phases, starting with the core modules (CRM, Projects, Books) and gradually adding other applications. Key steps included

Customization: Zoho applications were customized to match MHR’s workflows and branding.

Integration: The various Zoho applications were seamlessly integrated to ensure a smooth flow of data between departments.

Data Migration: Existing client data from spreadsheets and other sources was migrated into Zoho CRM.

Training: MHR staff received comprehensive training on how to use the new system effectively. This included training for both general users and administrators, empowering them to customize, control, and make edits to their Zoho system, ensuring long-term self-sufficiency..

Results

The implementation of Zoho resulted in significant improvements for MHR:

Increased Efficiency: Automation and streamlined workflows led to an increase in overall efficiency

Reduced Manual Effort: Data entry was reduced, freeing up staff for more strategic tasks.

Improved Visibility: Real-time dashboards provided a clear view of sales pipeline health, project progress, and financial performance.

Enhanced Collaboration Centralized data and communication tools improved collaboration between consultants and other departments.

Better Client Experience: Faster response times, personalized communication, and improved service delivery enhanced client satisfaction

 Conclusion

MHR’s success story demonstrates the power of Zoho in transforming business operations for professional services firms. By implementing and optimizing Zoho’s suite of applications, MHR achieved a unified and automated system that streamlined their sales process, improved onboarding efficiency, and automated billing procedures. Furthermore, the integrated platform enhanced project management capabilities with accurate time tracking, simplified client task management, facilitated internal project collaboration, and streamlined proposal generation, ultimately leading to increased efficiency, productivity, and client satisfaction.

Ready to streamline your business operations and achieve similar results? Contact us today for a free consultation and discover how Zoho can help your organization thrive.