Leading Healthcare Company

Providing program leadership expertise for a Salesforce implementation.

A leading healthcare company sought to improve their patient services offerings and engaged Credera to strategically prioritize initiatives across the organization.

At a Glance

A leading healthcare patient services company with $130 billion in annual revenue sought to enhance its patient services offerings with a custom Salesforce implementation. Credera partnered with the Fortune 15 healthcare company to provide program leadership expertise for their highest priority IT initiative. By instituting program management rigor and improving stakeholder communications, Credera enabled the leadership team to make informed resource-planning decisions and to facilitate cross-functional release management.

The Challenge

Implementing strategic priorities across the organization.

A leading healthcare patient services company with $130 billion in annual revenue sought to enhance its patient services offerings with a custom Salesforce implementation. ​

The implementation required several scrum teams to develop in parallel while the healthcare company concurrently onboarded drug manufacturer programs to the new platform. This coordination effort required significant program leadership to strategically prioritize initiatives for the team and across the organization. 

The Solution

Enabling leadership and creating transparency.

Credera provided rigor to project milestone tracking and status reporting to better anticipate risks and mitigate issues given all parallel activities. Additional tactics Credera implemented to ensure the healthcare company reached their vision included:

  • Formalizing business engagement and communications to facilitate end user readiness for incoming system changes.

  • Facilitating key stakeholder engagement to align priorities and drive business direction and decisions​.

  • Creating transparency into program status for the IT steering committee, which allowed leadership to address escalated issues that required a decision or action​.

  • Tracking capital budget while also increasing visibility to help leadership foresee financial impacts​.

  • Enabling leadership to make informed resource-planning decisions and to facilitate cross-functional release management.

The Results

Successful Salesforce implementation.

Instituted Program Management Rigor​

Updated and enforced program management statuses and accountability to provide more transparency across teams and business functions​.

Improved Stakeholder Communications​

Engaged key stakeholders across the organization to empower their acceptance of technology enhancements and business ownership post go-live.​

Increased Training Preparedness ​

Provided more frequent and consistent communication channels and system changes documentation to help the training team prepare end-users with enough anticipation of go-live​.

Implemented Stronger Capital Budget Forecasting ​

Formalized capital budget tracking with original budget, actuals, and forecast to completion to give leadership digestible information regarding progress and to facilitate prioritization and decisions based on available funding.​

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