Business Context
A lot of today’s business leaders’ time is taken up in coordinating cloud implementation and managed services with different partners. . Roping in the reliable and expert services of a technology solution provider is a smart way to address this challenge as they are equipped to support and suggest customized tech improvements.
Mastek leveraged its expertise in Oracle Cloud implementation to enable a US-based, in-home healthcare provider to decomplex digital and facilitate seamless managed services and Cloud transformation.
The Client
With a 32,000 strong employee base that delivers home health, hospice, home and community-based services, and facility-based care in 37 states and the District of Columbia, our client is a preferred national provider of in-home healthcare services. They service more than 400 hospitals across the country reaching 68 percent of the U.S. population aged 65 and older.
The Challenge
Need for a comprehensive Cloud-based HCM system to integrate and automate HR processes
The client wanted to simplify its workflows and build a comprehensive HCM system to deliver best-in-class experiences. They were looking for a partner who could offer end-to-end services and support them throughout their journey to:
- Unify HR processes to ensure employee productivity and efficiency
- Centralize and de-clutter approval workflows to eliminate human errors and discrepancies
- Simplify and enhance efficiency of the internal tasks (such as expense report management and invoice generation)
- Enhance service levels with a self-service portal
- Track services offered by the staff to ensure correct remuneration is calculated & disbursed
- Unify HR processes to ensure employee productivity and efficiency
- Centralize and de-clutter approval workflows to eliminate human errors and discrepancies
- Simplify and enhance efficiency of the internal tasks (such as expense report management and invoice generation)
- Enhance service levels with a self-service portal
- Track services offered by the staff to ensure correct remuneration is calculated & disbursed
The Solution
Migration to Oracle Cloud
We pivoted the client towards agility, scalability and better data security by managing their cloud migration and maintenance process. With our complete understanding of their requirements, we were able to help them unlock tremendous business value. We facilitated this by
- Developing 60+ custom dashboards and reports to gain 360-degree visibility of HR processe
- Adopting a KPI-driven approach that enabled them to monitor and measure business value and decide next steps effectively
- Implementing the Mastek Pay Per Visit solution that helped the client calculate their employees’ extra efforts and disburse the appropriate remuneration
- Deploying Cloud Enhancement Services that helped the client address an aging invoice issue
- Executing a SMART Approval Solution that simplified approval workflows and internal controls
- Scheduling data cleansing on a weekly/bi-weekly basis that eliminated discrepancies and guaranteed data accuracy
The Solution
Migration to Oracle Cloud
We pivoted the client towards agility, scalability and better data security by managing their cloud migration and maintenance process. With our complete understanding of their requirements, we were able to help them unlock tremendous business value. We facilitated this by
- Developing 60+ custom dashboards and reports to gain 360-degree visibility of HR processe
- Adopting a KPI-driven approach that enabled them to monitor and measure business value and decide next steps effectively
- Implementing the Mastek Pay Per Visit solution that helped the client calculate their employees’ extra efforts and disburse the appropriate remuneration
- Deploying Cloud Enhancement Services that helped the client address an aging invoice issue
- Executing a SMART Approval Solution that simplified approval workflows and internal controls
- Scheduling data cleansing on a weekly/bi-weekly basis that eliminated discrepancies and guaranteed data accuracy
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.”
The Outcome
Seamless Oracle Cloud adoption, implementation and management
With the help of our end-to-end solutions and comprehensive technology expertise the client was able to:
- Have more time and resources to focus on accelerating digital transformation
- Undergo cloud adoption without any major disruptions due to our long association with them
- See a significant reduction of HCM records (from 30k to 5k), enabling access to and transparency of available data, and improved insights-driven decisions
- Enjoy 2x efficiency improvement in business processes due to automation, leading to delivery of superior patient care
- Facilitate improved compliance and governance with a centralized HR system
- Obtain regular updates and IT health checks that allowed them to ensure optimum business performance
- Have more time and resources to focus on accelerating digital transformation
- Undergo cloud adoption without any major disruptions due to our long association with them
- See a significant reduction of HCM records (from 30k to 5k), enabling access to and transparency of available data, and improved insights-driven decisions
- Enjoy 2x efficiency improvement in business processes due to automation, leading to delivery of superior patient care
- Facilitate improved compliance and governance with a centralized HR system
- Obtain regular updates and IT health checks that allowed them to ensure optimum business performance
“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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