Sorgente Develops a 360-degree Customer View For Even Better Nutritional Care

Sorgente helps people who have been designated by a medical necessity on medical power supply at home. The organization is the link between patient, referrers (including dietitians) and health insurers. For all these dates around patients to get more transparent and faster service, chose Sorgente for Microsoft Dynamics AX 2012 R3, with the special call center functionality. This has resulted in a 360-degree customer view, whereby employees fully informed can offer the best service and care is optimized. Now and in the future.

Sorgente helps people who have been prescribed by medical professionals who are on medical power supplies at home. The organisation is the link between patient, referrers (including dietitians) and health insurers. For all these dates around patients to get more transparent and faster service, chose Sorgente for Microsoft Dynamics AX 2012 R3, with the special call center functionality. This has resulted in a 360-degree customer view, whereby employees fully informed can offer the best service and care is optimized. Now and in the future.

Sorgente was founded 18 years ago by three Dietitians. With probe-and diet-drink, formulae, preparations for metabolic diseases and protein poor dietary products to home, they provide for the patients in their nutritional needs. Now the ladies only and is no longer the Sorgente grown to a medium-sized company.

To MIGRATE, OR NOT TO MIGRATE

Ahen a patient is discharged from the hospital and home medical nutrition needs, he can be referred to by the hospital Sorgente. Sorgente agrees with both parties the need and cast for this possibly a nurse in, those at the patient's home. Around one patient has the organisation so to do with a lot of information from different sources. Marian Nagarajan, Manager Quality & Staff and one of the founders of Sorgente, tells how the organization wanted to make this data more understandable: "in our ERP system AX 4.0 had our employees all information at their disposal. However, this was all in loose tabs, leaving no good overview. This is why we decided in 2013 the possibilities for the latest version of the ERP system. Before that, we switched HSO, our supplier of AX, in. "

Nagarajan initially got a surprising reaction to the idea of performing a migration to Dynamics AX 2012, at which time the latest version of Dynamics AX: "HSO advised us: don't. It was not recommended to us now for a migration to choose because of our budget and related requirements in regards to a 360-degree customer view. I was advised to wait for Dynamics AX 2012 R3. Because this version a number of new functionalities and expansion would bring, would help us a lot further R3 and future proofing.

This version offers the call center functionality. This module contains features designed to make it easier to take telephone orders and customer service by the order processing process. This gave for us eventually settles it ", she says. Nagarajan emphasized: "this process clearly shows how honest HSO our help question answered and that they have our interests in mind. In short, a very strong partnership. "

MIGRATION ACCORDING to MARKED ROUTE

A year later, the migration path of AX 4.0 to AX 2012 R3 was started. Two key enablers for this process were for Nagaraj a) achieving the deadline and b) within the budget. To here aware had to deal with a clear methodology HSO, the HSO fastforward method, plotted, in which there are also important tasks at Sorgente themselves are invested. Since there are lots of ICT knowledge in the care organization, ran this almost flawlessly. "By the key users within our own company was Dynamics tested content. Each key-user got a personal consultant assigned to the HSO's new functionality within their field test. Adjustments were done by our own ICT manager as much as possible. I was as project leader by HSO what kept further away from the content, allowing me to maintain the helicopter view. Also there was a lot of contact with the project manager of HSO, together we guarded the planning and budgeting, "said Nagarajan excited.

Because Sorgente with as much data to do (there were, after cleanup of the database, some 80,000 customers and sales orders 320,000 migrated), it was for a long Ascension weekend scheduled for the final data migration. "It comes at us for the patients, so a door that is closed for a long time, is not an option for us. A book or CD you can also buy a week later, but a special drink nutrition can not coming. Thanks to the flexibility and commitment of HSO was the actual data conversion very well, for example, the processing time was kept up to the minute. "

BETTER SERVICE THANKS to 360-degree CUSTOMER VIEW

"On the first working day after the migration, it looked as though nothing had happened: we processed that day 1100 orders, opposite 1300 orders on a normal Monday," concludes Nagarajan satisfied. "That was beyond expectation." Big advantages are that with the transition to Dynamics AX 2012 R3 staff now have an at-a-glance in the patient, dietitian, the authorisation, for complete history and the order status.

"We have a 360-degree customer view. This saves time and ensures that our staff better able to respond to the wishes and needs of the patient. In addition, our services towards the improved by referrers and dietitians. There are, in addition to the call center functionality, more advantages of the new system. So it is more user-friendly and for example we can mail directly from the system, instead of first to our email environment. What can be called, finally realized is that the project is in compliance with my two preconditions: stay within budget and meeting the deadline. "

READY for the FUTURE

A migration is always a challenge, but Nagarajan tells that the hair everything is not as bad as feared: "our cooperation with HSO has fortunately prevent me there sleepless nights did. It is a very good collaboration with strong results and then we are actually only just begun exploring all the possibilities. There are a lot of functionalities that we still in. Currently we try Hints that we have and know the orders immediately clear what still needs to be done. This helps us immensely in planning the activities. " In addition, uses a call script, yet that Sorgente always open outside the system. "There is also a handy functionality in Dynamics AX 2011 R3, which we later this year in. Thanks to this migration are we really ready for the future, "concludes Marian Nagarajan.


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