Business Context
In today’s highly competitive business environment, integrating outdated, isolated systems with the cloud can pose significant IT challenges. These obstacles frequently impede healthcare organisations from enhancing productivity and delivering patient-centred care. Oracle Cloud offers a compelling solution, enabling companies to streamline their operations on a unified platform
Collaborating with an experienced Oracle Cloud implementation partner enables healthcare entities to embark on a path towards cost-efficiency, enhanced reporting and the migration to a flexible and resilient IT ecosystem.
Mastek’s user-friendly digital strategy played a pivotal role in helping Brookdale Senior Living decomplex digital and accelerate its seamless transition to the cloud
The Client
Founded in 1978, Brookdale Senior Living is a prominent name in the senior care industry, with a vast network of retirement homes throughout the United States. As the largest operator of senior- care facilities, it serves a substantial community of over 60,000 residents. With a presence in 41 states encompassing more than 670 branches, the client employs a dedicated workforce of over 35,500 professionals. The mission of Brookdale Senior Living is to ensure the well-being of its residents by offering comfortable living and nurturing environments.
The Challenge
Unifying the client’s IT solutions for quick and easy maintenance and support
Brookdale Senior Living wanted to simplify its IT infrastructure and improve its scalability, agility and security. Brookdale Senior Living achieved these outcomes by:
- Consolidating two PeopleSoft environments into one cohesive system.
- Replacing unsupported legacy systems.
- Transitioning from a customised environment for improved maintenance and cost efficiency.
- Migrating to a robust environment to meet future needs without heavy customisations.
- Consolidating two PeopleSoft environments into one cohesive system.
- Replacing unsupported legacy systems.
- Transitioning from a customised environment for improved maintenance and cost efficiency.
- Migrating to a robust environment to meet future needs without heavy customisations.
The Solution
Mastek is enabling Brookdale Senior Living consolidate its processes and systems onto a unified platform, promoting collaboration and informed decision-making.
Mastek collaborated with the Oracle OCS Healthcare team to help Brookdale Senior Living with its digital transformation journey. Through insightful discussions, Brookdale Senior Living determined that Oracle Cloud Solutions aligned more effectively with its business needs compared to Workday and Infor. Mastek’s “decomplex digital” approach played a pivotal role in streamlining Brookdale Senior Living’s processes and enhancing productivity. Mastek also helped in:
- Centralising Oracle Cloud solutions in Brookdale Senior Living’s IT infrastructure for streamlined operations and reduced complexities.
- Implementing Oracle ERP and Oracle SCM to enhance decision-making and optimise supply chain management.
- Leveraging Oracle HCM to create employee-centric experiences for a workforce of over 35,500.
- Using Oracle EPM Cloud to expedite financial processes and develop agile, interconnected business strategies to drive growth and increase revenue.
- Introducing custom reports to encourage a data-driven culture.
Mastek supports Brookdale Senior Living at every step of its cloud adoption journey ensuring that data is migrated securely while maintaining HIPAA compliance.
The Solution
Mastek is enabling Brookdale Senior Living consolidate its processes and systems onto a unified platform, promoting collaboration and informed decision-making.
Mastek collaborated with the Oracle OCS Healthcare team to help Brookdale Senior Living with its digital transformation journey. Through insightful discussions, Brookdale Senior Living determined that Oracle Cloud Solutions aligned more effectively with its business needs compared to Workday and Infor. Mastek’s “decomplex digital” approach played a pivotal role in streamlining Brookdale Senior Living’s processes and enhancing productivity. Mastek also helped in:
- Centralising Oracle Cloud solutions in Brookdale Senior Living’s IT infrastructure for streamlined operations and reduced complexities.
- Implementing Oracle ERP and Oracle SCM to enhance decision-making and optimise supply chain management.
- Leveraging Oracle HCM to create employee-centric experiences for a workforce of over 35,500.
- Using Oracle EPM Cloud to expedite financial processes and develop agile, interconnected business strategies to drive growth and increase revenue.
- Introducing custom reports to encourage a data-driven culture.
Mastek supports Brookdale Senior Living at every step of its cloud adoption journey ensuring that data is migrated securely while maintaining HIPAA compliance.
MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.
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Client, XYZ Company
The Outcome
“We were in desperate need of a single source of truth for many years, and it’s finally here,” said Ortiz. “MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.”
Ortiz and her team are now working with MST to create an agent service desk in Salesforce. “My company has no concerns because as soon as I said, ‘Oh yeah, my team from MST is going to build this,’ there was a sigh of relief,” concluded Ortiz. “I want MST around forever. They’ve given me the biggest feather in my cap because this has been a painful problem for many years. I can say with confidence that this has made me and my team a lot more important and influential at Liveops because we provided a solution that works, something that improves people’s experiences.”
Digital Transformation Drives Business Value
As a result, approximately thirty unique application types were digitized to a branded web portal with a modern customer-centric look and feel. Aside from land and lease application processing built on Salesforce Service Cloud and Communities, the cloud solution included integration to the legacy ERP, document management system, and several custom apps that provide project tracking for the commissioner’s office and the Real Estate and Trespass divisions.
Business value was delivered throughout-from workflow processing, document digitization and migration, integrations for online fee payment systems, and organizational change management. A community portal was created to help citizens submit and check the status of electronic applications along with an online payment system for application fees. Other benefits and accomplishments included:
- 1,300 lease applications located, organized, and migrated
- 6,600 accounts migrated
- 19,000 documents digitized
- 2 legacy system data integrations
- 5 legacy screens retired
- 110 users launched
- 30 self-service applications implemented
- 58 unique application workflows developed
- 40% reduction in foot traffic
- 70% reduction in information silos
- 25% reduction in application processing time
“We can now deliver value as fast as the business needs it. As a result of the continuous improvement steps, we have really leaned into transitioning existing processes into Salesforce,” said Spratling. “Salesforce really shines when it comes to adding bells and whistles. Just a few examples include help desk tickets, purchase orders, and billing.”
The project, which was completed in several phases, helped ASLD optimize and strengthen their service delivery capabilities on one of their core processes that directly supports their mission. The agency is better connected to their customers, which allows employees to more easily service and respond to customers’ needs. Since the launch of the system, paper applications have been reduced by 95% and end-user adoption rates have increased to 98%.
- 1,300 lease applications located, organized, and migrated
- 6,600 accounts migrated
- 19,000 documents digitized
- 2 legacy system data integrations
- 5 legacy screens retired
- 110 users launched
- 30 self-service applications implemented
- 58 unique application workflows developed
- 40% reduction in foot traffic
- 70% reduction in information silos
- 25% reduction in application processing time
“We can now deliver value as fast as the business needs it. As a result of the continuous improvement steps, we have really leaned into transitioning existing processes into Salesforce,” said Spratling. “Salesforce really shines when it comes to adding bells and whistles. Just a few examples include help desk tickets, purchase orders, and billing.”
The project, which was completed in several phases, helped ASLD optimize and strengthen their service delivery capabilities on one of their core processes that directly supports their mission. The agency is better connected to their customers, which allows employees to more easily service and respond to customers’ needs. Since the launch of the system, paper applications have been reduced by 95% and end-user adoption rates have increased to 98%.
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