Managed Healthcare Resources
Executive Summery
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
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
Clients submitted documents sporadically, disrupting workflow.
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.
Reflecting on the transformation, Summer, a long-standing client of Korhorn Financial, shared, “Zportals was instrumental in reinforcing brand loyalty and operational efficiency. The feedback from our customers has been overwhelmingly positive – they love the new portal and the improved experience.
John Doe
CEO, Korhorn Financial
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.
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