Project Summary
Client Situation
The client is committed to empowering individuals for a healthier future through caring, efficient, reliable, and high-quality services. As a trusted partner to support patients, healthcare providers, corporate clients, and provincial healthcare systems, the client continually harnesses its medical expertise and invests in technology to transform health care delivery.
The company’s values and culture are built on four strong pillars of care, customer-centricity, teamwork and agility. This was the reason they looked to transform their existing legacy commerce site, which was difficult and expensive to manage. When compared to their competitors, their commerce site lacked key functionalities and capabilities for digital sales. It had limited capacity for blank requisitions and basic mailers. Processes were manual and as it was not an integrated clinical model, there was a huge gap between the expected customer and patient experience, and the actual experience. There was thus a clear need to create an efficient and modern enterprise platform that would support continued eCommerce growth for the client.
Mastek has been a trusted partner to the healthcare provider, valued for its strategic, domain, and technology expertise. As part of Phase 2 of their eCommerce site project, it aimed to enhance capabilities for customers to:
- Purchase product bundles for at-home medical tests.
- Request and process orders seamlessly.
- View test results online.
- Easily sign in to their accounts.
Additionally, it needed to decommission IBM’s middleware product, EIP, due to rising costs and transition their OCC integrations to Oracle Integration Cloud (OIC) by December 2023.
What our client was looking for was an operational transformation and improvement of their existing system so that they could build new solutions to support additional processes. The upgrade of its eCommerce would then allow customers to purchase medical tests through its Store. Additionally, they aimed to replace outdated legacy systems with modern applications to transition to a more digitally compliant roadmap. For example, they wanted to move their legacy code to React and replace EIP with Oracle Integration Cloud.
This transformation would create a superior customer experience and position our client to better serve their customers, driving growth and innovation across multiple enterprises. The implementation of Oracle Commerce Cloud and the transition to other Oracle products would strengthen its ability to service customers and fuel further growth and innovation
Solution
eCommerce Site Launch
Mastek created an easy to implement and extensible B2C solution that would be scalable to new markets. It would also provide a unique and consistent experience for customers and patients. We launched a new global B2C website using Oracle Oracle Open Storefront Framework (OSF) for a significantly enhanced customer experience. We created an Oracle OSF on OCI to enable future integrations for the client (including Oracle Fusion Cloud).
In the next phase, we enabled a single sign-on as an out of the box functionality in Oracle Commerce Cloud, and built front end customizations to include HPV Test kits to be sold and included in the OCC product list. We also worked with our client’s IT team to develop the ‘order submit’ feature at the back end to process the order for HPV kits. We also updated OCC logic to call OIC APIs instead of EIP for all integrations that leveraged EIP. And as part of our continuous improvement, we implemented extensive development work in OIC to convert all of the client’s integrations into the OIC platform.
Business Outcome
Prior to this implementation of Oracle Commerce Cloud, the client did not have an exclusive and integrated eCommerce application to service their customers.
Today, the company boasts a unified B2C website, providing a modern eCommerce platform that enhances customer relationships. This platform includes features such as customer registration, catalog/product maintenance, price list management, and improved UI/UX design. This is a scalable solution that can easily expand to other business units within the company.
The eCommerce site now allows our client’s customers to access their accounts, purchase and receive HPV test kits, send back samples, and view their test results online. Furthermore, the healthcare provider is prepared to expand its product offerings to include additional test kits.
As a result of the OCC implementation, the company has significantly boosted its innovation capacity, enhancing digital sales, market reach, and partner engagement. Key innovations include:
- Auto-signed online requisitions.
- Single sign-on to the company’s Store, eliminating the need for customers to re-enter information.
- Customer access to test results without requiring a health card.
- Full compliance with accessibility standards.
- Mastek also provides resources to work with it to resolve support tickets on an ongoing basis, as part of their managed services.
As strategic partners, we have near-term plans to further enhance capabilities that will boost the client’s digital sales channel. This will open new B2B opportunities – including validation of HCN, Ontario Health Insurance Plan (OHIP) purchases and Non-OHIP purchases, geographical expansion into BC, Saskatchewan and Quebec, B2B invoicing and insights, and drop-shipping. In the longer term, our partnership with the client will co-create further innovation and growth through digital bulk-ordering capabilities, enablement of split public billing, expansion into government-covered kits, and national reach through bilingual support.